Patient & Family Resource Center
The Patient and Family Resource Center is a vital asset of University Health. Its mission is to foster meaningful and purposeful collaboration among patients, families, staff and administrators to ensure the continued provision of high-quality, compassionate care for our community.
Our Story
In 2015, the Patient Family Advisory Council (PFAC) was created in partnership with the University of Texas at San Antonio to improve the patient and family experience. Through our councils, our volunteer Patient and Family Advisors (PFA) have the opportunity to share their experiences with administration, staff, providers and fellow patient and families. Our advisors work collaboratively to create processes and procedures that improve the delivery of our care.
What is a Patient and Family Advisor (PFA)?
A Patient and Family Advisor is someone who:
- Has a strong desire to improve the quality of care for all patients and their family members
- Shares their own experiences as a patient or family member at University Health and provides constructive feedback based on their experience(s)
- Actively participates in planning of processes and procedures that improve patient care and/or patient experience and commits to full participation in assigned projects
- Attends scheduled monthly meetings at assigned PFAC location
Patient and Family Advisors provide a community voice for those who receive care at University Health. Their unique perspectives are invaluable in ensuring a supportive environment for all patients and families who walk through our doors.
Ways To Get Involved in a PFAC
Your PFACs are always happy to provide the patient, family and caregiver voice on any project, big or small. Below are some of the ways we can help support you.
- Policy - A monthly or quarterly commitment that may involve a PFA or PFAC committee member to help improve or adopt organizational policies for the health system
- Projects - An ongoing project that may involve a PFA bi-weekly, monthly or quarterly commitment geared at a particular aim
- Feedback - A system representative(s) may attend a PFAC meeting to seek feedback on projects or informational material
- Committees - A monthly or quarterly commitment that may involve a PFA or PFAC committee member appointed for a specific function
Our Current and Past Work in These Areas
Projects
- Transportation hotline
- SaludArte: Art of Healing Emergency Department project
- Glossary of terms
- The Ninfa project to improve patient utilization of pharmacy and pharmacy services
- Patient and Family Resource Center Project
- Patient- and Family-centered Care team member training
- Diversity hair kit projects
- Electronic medical records recruitment pilot
- Created art pieces for the SaludArte collection
- Made blankets for pediatric patients
- Hosted dementia-friendly events
- Partnering with Patients, Families, and Systems to Improve Perioperative Care in Total Joint Surgery. Received national recognition for this project at the 2021 Institute for Healthcare Improvement (IHI) Conference
- Improving Comfort and Hospitality in the Emergency Department Waiting Room. Received national recognition for this project at the 2022 Institute for Healthcare Improvement (IHI) Conference
- Student Research Project: Ready to collaborate? Medical learner experience in interprofessional collaborative practice settings
- Student Research Project: Using Design Thinking to Improve inpatient Care: An Observational Study of Hospitalized Patients
Feedback
- UH Go app
- Improve Wellness Exam visits
- Improve medication education for seniors
- Assisting in the redesign of Patient Welcome Packets
- Simplifying patient discharge procedures
- Enhancing patient meal options, including the addition of choices for those that have dietary restrictions
- Assisting with asthma follow-up protocols for pediatric patients through the Region 20 Education Service Center
Committees
- DAISY Awards
Policy
- Bioethics policy
In 2020, the University Health Ambulatory Adult PFAC received a National Partnership Award from the Institute for Patient and Family Centered Care. The award recognized Nosotros: Extended Compassion in Hard Times project, which worked to combat food insecurities for vulnerable patients during the COVID-19 pandemic.
If you would like to attend one of the PFACs, or request to be placed on one of the PFAC agendas, email pfac@uhtx.com
Nominate a PFA
Our PFACs are always looking for new members. If you know of a patient, family member or caregiver who has a strong desire to improve the care for all of our patients and families, and is comfortable sharing their own personal experiences, hearing others share their own personal health care journeys, please complete the following application.
Resources
The University Health PFACs have developed several helpful tools and resources to support you in your healthcare journey. These resources include details about practical steps to starting a PFAC, common definitions and key terms that you may encounter during your stay, and an FAQ and brochure about our PFACs.
A Guide for creating a Patient and Family Advisory Council
Patient and Family Advisory Council (PFAC) FAQs
What is a PFAC?
A patient and family advisory council (PFAC) is a committee of current and former patients, family members and caregivers, providers, staff and administrators that works together to advance best practices at a hospital or health care system.
Volunteer patients, families and caregivers collaborate with employees (clinical, administrative and support) and community partners to provide guidance on how to better identify the needs of a patient population and bring patients and clinicians views closer together.
Why does University Health have PFACs?
The PFAC is a vital asset of University Health. Its mission is to foster meaningful and purposeful collaboration among patients, families, caregivers, providers, staff and administrators to ensure the continued provision of high quality, compassionate care for our community.
What is Patient and Family-Centered Care?
University Health fundamentally believes that patients, families and caregivers should be active partners working together to improve health care policies, programs and day-to-day practices within our health care system. It is based on the following key principles developed by the Institute for Patient-and Family Centered Care (IPFCC).
Patient- and family-centered care is an approach to the planning, delivery and evaluation of health care that is grounded in mutually beneficial partnerships among health care providers, patients and families.
- Respect and Dignity. Health care practitioners listen to and honor patient and family perspectives and choices. Patient and family knowledge, values, beliefs and cultural backgrounds are incorporated into the planning and delivery of care.
- Information Sharing. Health care practitioners communicate and share complete and unbiased information with patients and families in ways that are affirming and useful. Patients and families receive timely, complete and accurate information in order to effectively participate in care and decision-making.
- Participation. Patients and families are encouraged and supported in participating in care and decision-making at the level they choose.
- Collaboration. Patients, families, health care practitioners and health care leaders collaborate in policy and program development, implementation and evaluation; in facility design; in professional education; and in research; as well as in the delivery of care. (IPFCC)
What is a PFA?
A Patient and Family Advisor (PFA) is someone who:
- Has a strong desire to improve the quality of care for all patients and their family members
- Shares their own experiences as a patient, family member or caregiver at University Health or within any healthcare system, and provides constructive feedback based on their experience(s)
- Actively participates in planning of processes and procedures that improve patient care and/or patient experience and commits to full participation in assigned projects
- Attends scheduled monthly meetings at assigned PFAC location
PFAs voluntarily provide a community voice for current and former patients, family members and caregivers at University Health or within any health care system. Their unique perspectives are invaluable in ensuring a supportive environment for all patients, families and caregivers who come through our doors.
All PFAs are trained in patient-and family-centered care core concepts and commit to a 1- or 2-year membership term.
What Do PFAC Members Do?
A PFAC is a council made up of PFAs, providers, staff, administrators and community partners. PFAC members provide advice to University Health so improvements can be made to help other patients, families and caregivers. This is done by taking part in regular meetings on the PFACs as well as by helping out on committees and working groups.
What Does the PFAC Not Do?
The PFAC does not take on the cause of a specific patient, family member, caregiver or a special interest group. It is important to remember that the PFAC provides advice to University Health and does not have the final say about how services are delivered.
What Is the Time Commitment of a PFAC Member?
Each PFAC meets 10 times per year. Meetings are usually held late in the afternoon so members who work are able to attend. Members will also be asked to help on committees, workgroups or special projects as needed.
How Many PFACs Do We Have at University Health?
There are presently four PFACs: Inpatient PFAC, Ambulatory PFAC, Women’s Health Services & Pediatric PFAC and a Senior Services PFAC.
Can staff join a PFAC?
Staff are highly encouraged to join any of our current PFACs. If you are interested in joining, please complete an application by clicking here.
How Do You Become a PFAC Member?
By reading this PFAC FAQ, you have taken the first steps to becoming a member. You may nominate a member or self-nominate by clicking here.
How Do I Find Out More About the PFAC?
If you are interested in becoming a member of the PFAC or have additional questions, please contact PFAC@uhtx.com or call our main office line at 210-358-7176.