To Assist in Promoting Highly Effective Practices in Response to Patient/Family Needs And

[CLINIC NAME] / PROTOCOL DESCRIPTION: Patient and Family Advisory Board Policies and Procedures
PAGE: 1 of 2 / REPLACES POLICY DATED:
APPROVED: [DATE] / RETIRED:
EFFECTIVE DATE:[DATE]
PFAC MISSION:
To promote and support patient-and family-centered care at[clinic] by personalizing, humanizing and demystifying the healthcare experience.
GENERAL INFORMATION:
Vision:
The PFAC strives to promote respectful, effective partnerships among patients, families
and healthcare professionals in the clinic/health system/community.
Scope:
To actively promote and create new and unique opportunities for communication and
collaboration emphasizing responsible and personalized patient-and family-centered
care.
Objectives:
The primary objectives of the PFAC are:

To provide ongoing feedback that aids in establishing organizational priorities and in addressing patient service issues.
To assist in promoting highly effective practices in response to patient/family needs and priorities.
To improve the patient experience as measured by patient satisfaction survey scores, personal letters, and other data-gathering tools.
To educate PFAC membership so they can become ambassadors to and for the [health system] and the community.
To strengthen communication and collaboration among patients, families, caregivers and staff.
To promote patient and family advocacy and involvement.

Membership:

Must be an active patient at the [clinic name]
A member of the board may resign at anytime by submitting a written notification to the facilitator
A member may be removed from the board if it is in the best interest of the PFAC, which will be determined by [clinic] staff involved with the board
Board representation will be comprised of 1/3 staff and 2/3 clinic patients

Membership Qualifications:
Consistent effort shall be made to ensure the board membership reflects on diversity in
culture, gender and healthcare experiences found in our community.

Share insights and information about their experiences in ways from which others can learn.
See beyond their own experiences
Show concern for more than one issue or agenda
Respect the perspectives of others
Speak comfortably and candidly in a group
Good listening skills
Interact well with many kinds of people
Work in partnership with others

PROCEDURE:
Meeting Requirements/Procedures:

All board members will commit to meeting monthly/bimonthly/quarterly
All decisions will be made by majority vote of the active members present at the meetings
Meetings will be 1 hour in length and held on [day of week/time]

Leadership:
Facilitator = assigned staff person at [clinic]who will complete the following:

Call and preside over all of the Patient and Family Advisory Board meetings
Prepare meeting agendas
Provide overall direction of all Patient and Family Advisory Board Meeting activities
Communicate with organizational leadership
Keep members informed of pertinent information affecting the Patient and Family Advisory Board
Recruit new members
Assign note taker at the beginning of each meeting who will record meeting notes in the template
Manage all correspondence

Board Meeting Norms (Adopted by members of the PFAC members on [date of first meeting]):
The norms are written on the board and shared at the beginning of each meeting.
We agree to:
Begin and end our meetings on time
Listen to each other and not interrupt
Give everyone the opportunity to speak
Avoid ethnic or gender-based humor
Speak respectfully to each other
Refrain from using curse words
Stay clear from sidebar conversations
Keep all information shared in the meeting confidential
Approved By: Date:

Adapted from PAB Protocol of Poudre Valley Health Systems