When patient Domenic Chiavaroli and volunteer Georgienne Bednar first joined Pennsylvania Hospital’s Patient and Family Advisory Council (PFAC), they were presented with Nutrition Services’ plan to renovate the cafeteria. But before the team dove into the project, they wanted input from the Council, comprised of current or former patients, volunteers, caregivers of patients, and several employee members. The group took a tour of the cafeteria, observing its outdated décor, dim lighting, and congested flow as people ordered food and attempted to find a table. After the tour, the group convened, choosing new tables, chairs, and uniforms for the cafeteria’s staff, and a bright color scheme, transforming Café 1751 into the vibrant atmosphere it is today.
This is just one of the many projects the PFAC has contributed to since the Council’s launch six years ago, established with the mission to foster a culture of patient- and family-centered care. In 2021, the PFAC reached their 5-year anniversary, but due to the pandemic, the celebration had to be postponed.
“It gives us a sense of pride when we’re able to accomplish something that enhances the patient experience,” said Chiavaroli, chairman of the PFAC and a PAH patient since 1994.
“It’s seldom you hear a quiet voice at our meetings,” said Bednar, co-chair and a volunteer for Patient and Guest Services. “We all want to help and support the hospital.”
Together, Chiavaroli and Bednar prepare the agenda for the PFAC’s monthly virtual meetings, previously in-person prior to the pandemic, and schedule presentations from staff who are interested in collecting the group’s feedback on emerging projects.
“It’s difficult as a health care leader or strategist to determine what we should improve or develop at the hospital without hearing what patients and families want and need,” said Daniel Feinberg, MD, Chief Medical Officer, and one of the founding members of PFAC. “We’re being informed by people who are using those services firsthand.”
Along with the cafeteria refurbishment, the PFAC played a role in creating patient manuals – a binder given at discharge to help with patients’ recoveries at their homes, consisting of information about their condition and treatment plan, key contact information, instructions for any medications, and a few blank pages to write down follow-up questions for their care team.
“This is one of the most important projects we’ve worked on,” said Chiavaroli. “It serves as a guide for patients’ recovery plans and encourages patients and caregivers to ask questions and stay informed on treatment.”
The Council was also involved in the creation of the Liberty Lounge, a comfortable space for patients’ families to stay in during procedures. The lounge is equipped with charging stations for phones and laptops, a children’s area with coloring books and activities, and access to water and coffee, in addition to several phones where a doctor can call a family member and provide updates on a patient’s status, such as informing them when a procedure is complete.
“As a patient advocate, I’m always listening to patients and families’ feedback,” said Eileen B. Murphy, MSL, Senior Patient Experience Coordinator, and PFAC member. “Being able to give our patients another platform to have a voice has been so meaningful to me.”
This spring, the council was able to meet in a hybrid setting to officially celebrate their years of dedication to the patient experience, joining together for a PAH-hosted dinner. While reflecting on past achievements, the group pivoted to planning for the future. Their next project is centered on health literacy, revising signage and forms to help patients navigate the health system.
“The more projects, the better,” said Chiavaroli. “I’ve been here since day one, and I’m so proud of this team and all we’ve achieved. It’s the best thing when we’re able to see our ideas come to fruition.”
“This group is something I’ve continued to look forward to over the years,” said Bednar. “PAH is a wonderful institution where staff not only care about patients, but each other. We’ve always had great camaraderie and support from the staff who really care about providing the best service possible for patients.”