Patient and Family Advisor Orientation: Helpful Resources for Hospitals

Prepared for:
Agency for Healthcare Research and Quality
U.S. Department of Health and Human Services
5600 Fishers Lane Rockville, MD 20857
www.ahrq.gov

Contract No. HHSA290201100001C

Developed by:
The AHRQ Health Care Innovations Exchange Patient-and Family-Centered Care Learning Community

Prepared by:
Westat

AHRQ Publication No. 17-0005-EF
December 2016

This document is in the public domain and may be used and reprinted without special permission. Citation of the source is appreciated.

Suggested Citation:
Patient and Family Advisor Orientation: Helpful Resources for Hospitals. Rockville, MD: Agency for Healthcare Research and Quality; December 2016. AHRQ Pub. No. 17-0005-EF.

The information in Patient and Family Advisor Orientation: Helpful Resources for Hospitals is intended to assist hospitals in engaging patients and families in health care delivery and quality improvement. The content was developed by the Patient- and Family-Centered Care Learning Community. This manual is intended as a reference and not as a substitute for professional judgment. The findings and conclusions are those of the authors, who are responsible for its content, and do not necessarily represent the views of AHRQ.

No statement in this manual should be construed as an official position of AHRQ or the U.S. Department of Health and Human Services. In addition, AHRQ or U.S. Department of Health and Human Services endorsement of any derivative products may not be stated or implied. None of the investigators has any affiliations or financial involvement that conflicts with the material presented in this manual.

Acknowledgments

This guide, Patient and Family Advisor Orientation: Helpful Resources for Hospitals, is the product of collaboration and contributions from multiple organizations. This resource would not have been possible without the support of many individuals. We thank the following contributors.

The Advancing the Practice of Patient- and Family-Centered Care Learning Community was supported by AHRQ through its administration of the Health Care Innovations Exchange. In particular, we thank:

  • Mary P. Nix, M.S., PMP, Health Scientist Administrator and Project Lead of the Innovations Exchange; and
  • Phillip E. Jordan, M.A., Public Health Analyst, U.S. Department of Health and Human Services, and former Project Lead of the Innovations Exchange.

We also appreciate the leadership and support of AHRQ Director Andrew Bindman, M.D., and Center for Evidence and Practice Improvement Director Arlene Bierman, M.D., M.S.

Faculty and core teams guided the learning community activities. Specifically, we thank:

  • Beverley H. Johnson, Institute for Patient- and Family-Centered Care, Bethesda, MD;
  • Bernard Roberson, M.S.M., B.A., HSC, Phoebe Health System, Albany, GA;
  • Erica Steed, M.B.A., Augusta University Medical Center, Augusta, GA;
  • Peter Mariades, Th.D., M.Div., M.A., ORD, Jupiter Medical Center, Jupiter, FL; and
  • Bibi Alley, Health Central Hospital, Ocoee, FL.

Learning community member sites in Florida, who continuously supported the community's activities, were:

  • Broward Health North Hospital, Deerfield Beach
  • Health Central Hospital, Orlando Health, Ocoee
  • Health First's Cape Canaveral Hospital, Cocoa Beach
  • Health First's Palm Bay Hospital, Palm Bay
  • Health First's Holmes Regional Medical Center, Melbourne
  • Jupiter Medical Center, Jupiter
  • Parrish Medical Center, Titusville
  • Sacred Heart Hospital, Pensacola
  • St. Anthony's Hospital, BayCare Health System, St. Petersburg
  • St. Joseph's Hospital, BayCare Health System, Tampa
  • Tallahassee Memorial Healthcare, Tallahassee

Table of Contents

Introduction
I. The Patient and Family Advisor Orientation Process: Important Considerations
    Recommendations From LC Member Hospitals
    Recommendations From Patient and Family Advisors
II. Operationalizing Advisor Orientation: Examples and Inspiration From the AHRQ Health Care Innovations Exchange Patient- and Family-Centered Care Learning Community
    Broward Health North Hospital, Deerfield Beach
    Health First's Cape Canaveral Hospital, Cocoa Beach
    Health Central Hospital, Orlando Health, Ocoee
    Jupiter Medical Center, Jupiter
    Health First's Palm Bay Hospital, Palm Bay
    Parrish Medical Center, Titusville
    Sacred Heart Hospital, Pensacola
    St. Anthony's Hospital, St. Petersburg
    St. Joseph's Hospital, Tampa
    Tallahassee Memorial HealthCare, Tallahassee
III. Patient and Family Advisor Orientation Materials and Resources
References

Introduction

In 2014, the Agency for Healthcare Research and Quality (AHRQ)'s Health Care Innovations Exchange (Innovations Exchange) launched a learning community (LC) dedicated to Advancing the Practice of Patient- and Family-Centered Care (PFCC) in Hospitals. Its purpose was to support member hospitals in adapting and implementing strategies from the Innovations Exchange. The LC's work was based on a framework that addresses hospital leadership, patient and family partnerships, staff engagement, and performance improvement.

AHRQ collaborated with the Institute for Patient- and Family-Centered Care (IPFCC), the Florida Hospital Association (FHA), and Augusta University Medical Center (formerly Georgia Regents Medical Center) on the LC. The Innovations Exchange supported a group of Florida-based hospitals that committed to developing or enhancing a patient and family advisor program, which is an innovation featured in the Innovations Exchange.

PFCC LC member hospitals in Florida included:

  • Broward Health North Hospital, Deerfield Beach.
  • Health Central Hospital, Orlando Health, Ocoee.
  • Health First's Cape Canaveral Hospital, Cocoa Beach.
  • Health First's Palm Bay Hospital, Palm Bay.
  • Holmes Regional Medical Center, Health First, Melbourne.
  • Jupiter Medical Center, Jupiter.
  • Parrish Medical Center, Titusville.
  • Sacred Heart Hospital, Pensacola.
  • St. Anthony's Hospital, BayCare Health System, St. Petersburg.
  • St. Joseph's Hospital, BayCare Health System, Tampa.
  • Tallahassee Memorial Healthcare, Tallahassee.

This resource reflects the collective efforts of the LC's member hospitals and their patient and family advisors. It is designed to share information and materials to assist hospital staff as they orient new patient and family advisors, a role essential to advancing the practice of PFCC. It also builds on the AHRQ “Working With Patient and Families as Advisors: Implementation Handbook” (Implementation Handbook) by illustrating how LC member hospitals applied concepts from this resource.

This guide is divided into three sections covering important considerations for the advisor orientation process, vignettes relating how LC member hospitals defined their orientation process, and orientation materials used by LC members. A useful primer to understand the value of advisor orientation is articulated succinctly in the following selection from AHRQ's Implementation Handbook.

Excerpt From AHRQ's Working With Patient and Families as Advisors: Implementation Handbook

Advisors typically undergo general volunteer orientation as well as a specific orientation for advisor work. The volunteer orientation process typically includes information about confidentiality and other requirements, such as vaccinations.

After this general volunteer orientation, the staff liaison should meet with new advisors, either individually or as a group, to train them. Topics to cover in this meeting include:

  • Background information on hospital quality and safety, patient and family engagement, and the principles of patient- and family-centered care.
  • Information on how patient and family advisors help improve hospital quality and safety, including where advisors are situated within the organizational structure.
  • An explanation of the responsibilities of and expectations for advisors, including expectations related to confidentiality and privacy (Health Insurance Portability and Accountability Act, or HIPAA).
  • Tips for being an advisor and sharing personal stories of health care experiences.
  • Information on how the staff liaison will support the advisor.

Allow time during this meeting for questions and a quick tour of the hospital. In addition, advisors who are preparing to help with a specific activity will benefit from having:

  • A clear description of the activity, including the scope of work.
  • Administrative information, such as a list of people on the project or a list of committee members and a schedule of meeting times.
  • Information on related projects undertaken in the past.
  • Information on current projects or initiatives.
  • A description of the advisor's role and responsibilities, including any expectations.

Advisors serving on patient- and family-advisory councils may also benefit from having a one-on-one meeting with the committee chair prior to attending the first meeting. This provides an opportunity for introductions and for advisors to ask questions on the project. The staff liaison may wish to attend this meeting as well.

Advisors who will be serving as members of quality and safety committees will already be familiar with the general roles and responsibilities of advisors and the hospital environment. However, these individuals will need additional coaching and mentoring and specific orientation directed to the work they will be doing on quality and safety committees. Potential topics to address with these advisors will depend on your specific hospital system and needs but may include quality improvement models and methodologies used at the hospital, types of quality data collected, and a review of the importance of confidentiality and privacy.

Return to Contents

I. The Patient and Family Advisor Orientation Process: Important Considerations

Many LC member hospitals relied heavily on existing materials, notably AHRQ's Implementation Handbook, to guide them in developing orientation materials and processes. Many hospitals cited this document as critical to helping them establish an induction process that both adequately welcomed and briefed new advisors of their role. They also noted, however, a desire to understand how each hospital implemented guidance from the handbook.

Hospitals with newly emerging advisor programs sought advice and lessons learned from the more established programs about strategies to maximize success. As a result of this common interest, the AHRQ Health Care Innovations Exchange's PFCC LC staff facilitated two separate discussions at the March 18, 2016, in-person meeting at the Florida Hospital Association's meeting in Orlando. The first was with hospital staff and the second was with current patient and family advisors; PFCC LC staff then shared results with both groups. These conversations yielded the following recommendations for hospitals that are just establishing an advisor orientation process.

Recommendations From LC Member Hospitals

Staff from hospitals participating in AHRQ's PFCC LC provided the following suggestions for hospitals to consider when planning their advisor orientation process:

  • Allocate staff time and resources dedicated to planning and conducting patient and family advisor orientation.
  • Have new patient and family advisors attend the same orientation and training as hospital volunteers through its onboarding process.
  • Think about advisor orientation and training as an ongoing process, not a one-time activity. Everyone benefits when patient and family advisors receive ongoing opportunities to have up-to-date information and develop additional skills. Particularly important content for annual trainings includes confidentiality, safety topics, and hospital protocols. Hospitals may consider offering additional training targeted to the advisors' assignments or committee activities.
  • Consider using an online portal or system to coordinate initial and ongoing training for both patient advisors and hospital volunteers.
  • Remember that orientation is equally important for clinicians and hospital staff who work with patient advisors. Educating them about advisors' roles and activities will help prepare providers and staff to work more effectively with them.

Recommendations From Patient and Family Advisors

Patient and family advisors from LC member hospitals provided the following recommendations for optimizing the advisor orientation process.

Orientation Content

Advisor recommendations could be grouped into three main themes: informing advisors about the hospital, understanding the role of the advisor, and conducting trainings.

About the Hospital

  • Provide information about the hospital's mission, organizational culture, policies, and safety issues. Relatedly, share demographic data about the populations the hospital serves (e.g., socioeconomic range, payer mix, racial/ethnic groups), as well as information about cultural diversity and languages spoken.
  • Take new advisors on a hospital tour to familiarize them with the facilities, parking, etc.
  • Define the principles of PFCC and explain how PFCC fits into the hospital's mission.

Role of the Advisor

  • Explain the role of a patient and family advisor and how advisors serve the hospital and help advance PFCC.
  • Provide clear expectations about the patient advisor's roles, responsibilities, and commitment to the organization.
  • Provide an overview of the various hospital committees (e.g., quality, ethics, safety committees), including their purpose and why they are important.

Skill Building/Trainings

  • Conduct trainings to discuss how to collaborate with hospital staff.
  • Incorporate training about customer service principles.

Orientation Methods and Approaches

Advisors recommended incorporating one or more of the following methods into advisor orientation and ongoing training:

  • Role playing, including examples of positive, negative, and exemplary advisor-patient interactions, including how to handle difficult situations;
  • Shadowing (e.g., accompanying a current advisor during activities, listening in on meetings);
  • Buddy orientation (pairing a new advisor with an existing advisor);
  • Executive briefings and discussions with chief executives (e.g., chief executive officer or chief nursing officer); and
  • Case study presentations, perhaps through videos.

Orientation Materials

Advisors recommended that hospitals provide the following materials:

  • A written description of patient advisor roles and responsibilities (i.e., a “job description”);
  • A glossary of common medical terms and abbreviations used by hospital staff;
  • A tip sheet or handout with advice about how to approach, connect, and build rapport with patients, which they saw as a useful strategy for advisors to gain confidence; and
  • Business cards for advisors.

Return to Contents

II. Operationalizing Advisor Orientation: Examples and Inspiration From the AHRQ Health Care Innovations Exchange Patient- and Family-Centered Care Learning Community

This section includes a compilation of short vignettes describing how LC member hospitals in Florida operationalized their patient and family advisor orientation. It offers replicable strategies and tips for hospitals that are establishing Patient and Family Advisory Councils (PFACs) and orienting new patient and family advisors. PFACs are “groups of current and former patients and family members who collaborate with hospital staff to improve the care experience.”1

Broward Health North Hospital, Deerfield Beach

Broward Health North formed its PFAC in fall 2014. The PFAC meets monthly with hospital leadership and provides input on a wide range of topics. Patient advisors participate on various quality committees, serve as speakers for new hire staff orientations, and have provided input on written patient materials, including the admissions folder, the patient discharge packet, and various forms and flyers.

Patient and Family Advisor Orientation Process

Broward Health North's patient and family advisor orientation is folded into the hospital's “new hire” orientation, which occurs every third Monday for 4 hours. This meeting includes:

  • A 1-hour overview by the hospital chief executive officer,
  • An overview of nursing protocols by the chief nursing officer,
  • A discussion about epidemiology and infection control,
  • A patient advisor describing his experiences as a patient, and
  • A discussion about HCAHPSi questions with an overview of the most recent patient experience data.

Each orientation meeting concludes with a reading of a story from Beverley Johnson's book Privileged Presence.

Health First's Cape Canaveral Hospital, Cocoa Beach

Health First's Cape Canaveral Hospital is part of a not-for-profit, fully integrated health care delivery network in Central Florida. Cape Canaveral Hospital began working with its inaugural PFAC in August 2015. The Council's initial activities included reviewing and providing feedback on the Patient Admissions Packet, way-finding signage, newly designed patient communication “white-boards,” and a sound study to support the “room quiet” question on the HCAHPS survey.

The PFAC is currently involved in a systemwide corporate-level health literacy project to ensure the use of standard, easy-to-understand terminology for patient informational materials.

Patient and Family Advisor Orientation Process

At Health First's Cape Canaveral Hospital, the orientation process for new patient and family advisors essentially begins during the initial interview. The hospital uses a collaborative, team-based interview approach involving a panel of physicians and hospital leadership from both clinical and ancillary departments. The purpose of conducting these panel interviews is to determine the potential advisor's “fit” for the PFAC.

Each new advisor receives a personalized orientation binder that includes information about the PFAC, its mission statement, and its progress to date. The advisor onboarding process helps each individual advisor identify as an important part of the health care team, ensuring that advisors feel valued for their contributions.

Health Central Hospital, Orlando Health, Ocoee

Health Central Hospital implemented its PFAC in 2012. Today, Health Central's patient and family advisors engage in many activities, such as conducting patient experience rounding, enhancing patient white boards, updating hospital signage, participating in new employee orientation, and serving on seven different hospital improvement committees.

Patient and Family Advisor Orientation Process

At Health Central, new advisors receive one-on-one orientation, which begins with their newly developed patient advisor orientation binder. A key component to the hospital's onboarding process is to encourage advisors to tell their personal stories. “We focus on letting them speak [and hearing their insights],” says Bibi Alley, Health Central's Patient Advocate.

Another centerpiece of Health Central's orientation process is to pair the new advisor with two current PFAC members, who describe the full range of activities available to patient and family advisors. These more experienced PFAC members guide newcomers through completing their background checks, obtaining flu shots, and signing the confidentiality agreement. The advisor orientation process is extensive and covers much of the same materials as the hospital's new employee orientation. Finally, all PFAC members complete an annual group “orientation.”

Jupiter Medical Center, Jupiter

Jupiter Medical Center, an independent, not-for-profit hospital, formed its first PFAC in May 2015. Since then, advisors have been involved in multiple projects across a broad range of issues, including enhancing patient-clinician communication, refining the patient handbook, contributing to facility improvements, and optimizing the preadmission process. Advisors created a PFAC “Seal of Approval” to help promote the work of the Council and indicate that specific materials were reviewed and approved by patient advisors. Jupiter Medical Center's future plans include establishing PFACs for its outpatient units and services.

Patient and Family Advisor Orientation Process

Jupiter Medical Center recruited its first patient and family advisors from the hospital's large volunteer auxiliary program. As established volunteers, these advisors had already received orientation and training on the hospital's culture and policies, including HIPAAii and patient confidentiality.

The hospital team views the advisor interview process as an opportunity to begin orienting potential candidates to the PFAC. It does so by sharing expectations of PFAC participation and explaining the role of patient advisors. Jupiter Medical Center provided a formal orientation for new patient advisors at the PFAC's inaugural meeting, during which the chief operations officer welcomed advisors and explained patient advisor roles and responsibilities. Council members received a draft of the PFAC charter and were asked to come to the next PFAC meeting prepared to comment on and revise the charter. The second meeting focused on developing mission and vision statements for the PFAC. The Jupiter Medical Center team emphasizes the importance of giving advisors primary responsibility for these tasks to help instill a strong sense of ownership of the PFAC at the outset.

Health First's Palm Bay Hospital, Palm Bay

Palm Bay Hospital is part of Health First, a not-for-profit, fully integrated community health care system in Central Florida. Palm Bay Hospital launched its PFAC in July 2015. Patient and family advisors have been actively involved in many activities. For example, advisors:

  • Revised a patient communication tool to improve patient-provider communication,
  • Developed a PFAC rounding questionnaire tool,
  • Selected artwork for a new hospital department,
  • Developed a process to track volunteer hours by using the Auxilian timekeeping system,
  • Participated in a “meet and greet” with department managers and charge nurses to enhance collaboration with leadership,
  • Selected the dress code for PFAC members (i.e., designed and purchased uniform PFAC shirts), and
  • Participated in several grand openings for the hospital as community ambassadors (e.g., for the Cath Lab, CT Scanner, and Senior Behavioral Wellness Intensive Outpatient departments).

Patient and Family Advisor Orientation Process

At the inaugural meeting of Palm Bay Hospital's PFAC, the hospital team welcomed new patient and family advisors and provided an indepth orientation, led by the hospital's director of volunteer services. The orientation session included general background about the hospital's mission and values, confidentiality, and safety, followed by a discussion of the PFAC's purpose, goals, monthly meeting procedures, expectations, roles, and responsibilities. The membership also elected PFAC officers (vice-chair and secretary).

Advisors worked collaboratively with hospital leadership to develop and refine the PFAC's Guidelines for Operations document, which serves as the Council's charter.

Parrish Medical Center, Titusville

Parrish Medical Center, a public not-for-profit acute care hospital, launched its patient advisor program in August 2015. Advisors provide feedback on patient care performance improvement and patient safety initiatives. Parrish Medical Center continuously strives to meet its mission of “Healing Experiences for Everyone All the Time” by integrating PFCC into the hospital's culture.

For the first time, advisors are providing input on employee orientation practices. In addition, the Inter-professional Practice Council signed a commitment agreement to partner with advisors in 2015, and advisors are now serving on the Council. The Council, an interdisciplinary clinical group, focuses on care processes and plans to enhance the integration of PFCC principles into clinical communications and hourly rounding.

Patient and Family Advisor Orientation Process

Parrish Medical Center relied on the AHRQ Patient and Family Advisor Orientation Manual to identify the structure for its new advisor orientation materials. New patient and family advisors use those materials as they proceed through the hospital's new staff orientation process, which includes training on HIPAA and confidentiality.

The hospital has received praise from new advisors for its joint orientation with new staff. “New advisors appreciated the opportunity to be a part of the general new staff orientation because it gives them a clearer picture of the hospital's goals and how they will work alongside our care partners,” reported Marsha Richardson, Clinical Nurse Consultant at Parrish. A new element of the Parrish PFAC program includes storytelling training for advisors with a public speaking consultant/coach. Based on the experience of other LC hospitals, Ms. Richardson anticipates that advisors who have been trained will speak at future orientation sessions.

Sacred Heart Hospital, Pensacola

Sacred Heart boasts two PFACs that meet monthly: an adult PFAC (established in 2013) and a pediatric PFAC (established in 2014). Advisors are engaged in multiple activities, including providing consultation to hospital administration as new programs and improvements are planned; providing information to hospital visitors; and serving on 12 hospital-level committees and 2 health system-level committees.

As a result of LC participation, Sacred Heart has:

  • Undertaken a review of hospital policy and language related to lesbian, gay, bisexual, and transgender patients and families,
  • Implemented a patient notepad to enhance communication between patients and care teams on various units, and
  • Developed a new course to support the hospitalwide cultural and organizational focus on PFCC.

Patient and Family Advisor Orientation Process

While Sacred Heart operates two separate patient advisor programs, it offers the same onboarding process to new advisors. Orientation sessions are held as needed when the PFACs recruit new advisors. At those meetings, Sacred Heart staff conduct one-on-one discussions with new advisors to walk through a PFAC resource manual. This binder includes a confidentiality agreement, PFAC bylaws, mission statement, and other information about Sacred Heart generally and the PFACs in particular.

Advisors are also scheduled for health screenings that check, for example, for latex allergies and vaccination records; they are also provided with tuberculosis (TB) screenings and a flu shot. Before joining the PFAC, all advisors also undergo a background check and receive a hospital security badge.

St. Anthony's Hospital, St. Petersburg

St. Anthony's Hospital, part of the BayCare Health System, launched its PFAC in June 2014. The Council meets quarterly with the hospital's steering committee and has been engaged in various activities, including:

  • Reviewing hospital signage,
  • Participating in performance improvement and hospital safety committee meetings,
  • Providing input on hospital redesign and new hospital gowns,
  • Formulating recommendations on review of patient comments on the HCAHPS survey, and
  • Designing a discharge class for patients with congestive heart failure.

Patient and Family Advisor Orientation Process

After being interviewed and selected by the hospital's steering committee, new patient and family advisors at St. Anthony's attend the hospital's general volunteer orientation and complete the same onboarding process as volunteers. This process includes providing a brief medical history, completing TB skin test screening, receiving an identification badge, and undergoing training about patient confidentiality. Upon completion of the hospital orientation, advisors are invited to attend their first PFAC meeting.

St. Joseph's Hospital, Tampa

St. Joseph's Hospital, part of the BayCare Health system, launched its PFAC in October 2014. The PFAC has provided input and feedback on a wide range of items and topics, including the patient welcome guide, educational brochures, infection control signs, patient menu offerings, and policies such as family presence during resuscitation and emergency room visitation. Advisors have also identified improvement opportunities by sharing their own experience as patients and volunteers at St. Joseph's; for example, the facilities department installed a new blinking “Pedestrian Crossing” sign in the hospital's parking garage in response to the PFAC's concerns about pedestrian safety.

Patient and Family Advisor Orientation Process

New patient and family advisors at St. Joseph's attend the hospital's general volunteer orientation and a “meet and greet” session with existing advisors before their first formal PFAC meeting. Orientation also includes viewing a BayCare Health system video about the importance and value of patient advisors. In addition, advisors participate in a “Magic Wand” visioning activity, in which they are asked to share their perspective about the one change they would make to improve patient care if they had a magic wand. New BayCare advisors also receive a hospital tour and an advisor orientation workbook, which includes lay definitions of medical terminology and abbreviations.

Tallahassee Memorial HealthCare, Tallahassee

Tallahassee Memorial HealthCare (TMH) is a private, not-for-profit health care system serving 17 counties in North Florida and South Georgia. In spring 2015, TMH launched its pilot PFAC. TMH advisors have been involved in a range of activities, including:

  • Developing a “welcoming” policy to better convey partnerships with patients and families around hospital visitation,
  • Providing input on the layout and design of a new Critical Care and Surgical Center,
  • Reviewing staff orientation and recruitment interview processes to help bring the patient perspective to TMH's family medicine clinics, and
  • “Acting” as patients and “grading” new resident physicians on their bedside manner.

Currently, advisors serve on 13 different hospital councils or committees.

Patient and Family Advisor Orientation Process

TMH believes that patient and family advisors should fully understand their roles before they decide to serve. Therefore, TMH offers quarterly orientation sessions for new potential advisors who show interest in joining the Council. Each session is 2 hours, presented in the early evening, and includes a sit down dinner funded through the organization's foundation.

TMH adapted the AHRQ Patient and Family Advisor Orientation Manual and includes it in the training binder, which also includes an agenda, orientation slides, a PFAC brochure, and a 1-page handout on the role of patient and family advisors. Other helpful materials include a review of the various hospital committees and councils describing the possible activities patient and family advisors can participate in and a form to indicate which of those activities are of interest to them. As a service to the advisors, the general orientation content traditionally taught to the organization's volunteers is also provided to new advisors by Human Resources personnel as part of their orientation session.

After all the information is presented, the new advisors have the opportunity to decide whether becoming a patient and family advisor at TMH is right for them.

Return to Contents

III. Patient and Family Advisor Orientation Materials and Resources

This section contains examples of advisor orientation materials and resources used by LC member hospitals.

  1. Patient and Family Advisor Orientation Manuals and Handbooks
  2. Patient and Family Advisor Orientation Session Agendas
  3. Patient and Family Advisor Orientation Presentations
  4. Patient and Family Advisor Orientation Exercises
  5. Patient and Family Advisory Council Charters and By-Laws

Return to Contents

References

1. Consumer Health Quality Council. Patients and families improving care—patient and family advisory councils: a review of 2011 PFAC reports. Boston, MA: Health Care For All; 2012. http://www.ipfcc.org/advance/topics/Review-of-PFAC-2011-Reports.pdf. Accessed October 7, 2016.

Return to Contents


iThe HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is the first national, standardized, publicly reported survey of patients' perspectives of hospital care. More information is available at https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-instruments/HospitalQualityInits/HospitalHCAHPS.html. Last accessed October 7, 2016.
iiHIPAA is the Health Insurance Portability and Accountability Act, which addresses patient privacy. More information is available at http://www.hhs.gov/hipaa/index.html.
iiiAugusta University Medical Center, formerly Georgia Regents Medical Center and Medical College of Georgia Health System.

This website is certified by Health On the Net Foundation. Click to verify. This site complies with the HONcode standard for trustworthy health information: verify here.