Alabama Physician Alliance & Brookwood Baptist Health

Alabama Physician Alliance Practice Transformation Network and Brookwood Baptist Health engaged the community in open dialogue about how clinicians and practices can adapt to better meet the needs of patients and families. In the rural community of Talladega, they created a Patient and Family Advisory Council that played an active role in a number of initiatives.

Brigham Health: Brigham & Women’s Hospital

The Brigham and Women’s Hospital (BWH) is a 793-bed, trauma level one, academic medical center located in Boston, MA which serves a diverse patient population. BWH has prioritized patient- and family-centered care as a strategic goal for the last several years. BWH has three PFACs specifically for ambulatory care at the Phyllis Jen Center, the Fish Center, and the South Huntington Medical Home.

Cambridge Health Alliance

Cambridge Health Alliance (CHA) is an integrated healthcare system based in Cambridge, Somerville, and Boston’s metro-north communities. Included in the system are 12 primary care clinics, 3 community hospitals, and several specialty clinics. In 2010, CHA first integrated Parent Partners into a multidisciplinary improvement team at Cambridge Pediatrics, a hospital-based pediatric primary care clinic. By 2016, 8 of CHA’s clinics had Performance Improvement Teams (PITs) that included Patient Partners.

Clinica Family Health

Clinica Family Health is a federally qualified health center located just outside of Denver, CO, whose mission is to provide exceptional, affordable medical, dental, behavioral health and pharmacy services for people of all ages. In 2018, Clinica cared for more than 57,000 patients at its six outpatient clinics.

Desert Senita Community Health Center

Desert Senita Community Health Center serves more than 75% of the residents of Ajo, Arizona. To meet one of the pressing needs of its community, i.e. healthier lifestyles, the Center has developed innovative education and outreach programs.

Emory Healthcare

Emory Healthcare (EHC), located in Atlanta, GA, has a decade of experience in engaging patients and families to influence culture change in its six hospitals. Now, EHC is using that experience to support the development of PFAs and PFACs in the system’s ambulatory settings.

Emory Healthcare - Integrated Memory Care Clinic

Started in May 2015, the Integrated Memory Care Clinic (IMCC) is a nationally recognized patient-centered medical home that provides primary care, individualized for people living with dementia – and their families.

Essentia Health

Essential Health, headquartered in Duluth, MN, is an integrated system that serves patients in Minnesota, Wisconsin, North Dakota, and Idaho. In 2008, Essentia created its Patients and Families as Partners Program that includes 14 patient and family advisory councils in primary and specialty care as well as four patient-to-patient mentor programs.

Great HeighTS/Children's Mercy Kansas City

At Children’s Mercy hospital system, the Great HeighTS outpatient clinic provides both medical and psychosocial care for girls and families living with Turner Syndrome. Opened in 2010, the clinic is a model of patient/family engagement and partnership.

Jamaica Hospital & Flushing Hospital Medical Centers

Sabiha Raoof, MD, is Chairperson in the Departments of Radiology at Jamaica and Flushing Medical Centers in Queens, NY. Her passion for person and family engagement (PFE) came from her own experience as a breast cancer survivor. In her radiology practice, she utilizes an effective way to capture the patient voice—a simple point-of-care text survey that is sent to the patient’s phone within three hours of leaving an appointment.

J. Glen Smith Center/MetroHealth

Operating in conjunction with the Cleveland Department of Health, the MetroHealth J. Glen Smith Health Center is supported by MetroHealth's full scope of services including comprehensive inpatient and outpatient services and subspecialty referral care. The Patient-Centered Medical Home (PCMH) Quality Committee at J. Glen Smith began in 2014. Lack of public awareness about MetroHealth’s services to the community is a barrier to care and the PCMH Quality Committee is actively addressing those issues.

Maine Quality Counts

Maine Quality Counts is sharing the national Choosing Wisely campaign with consumers/patients, health care providers, health plans and employers in Maine. The goal is to help patients/consumers understand why they should become more involved in their health and why they should have more informed conversations with their doctors and other health care providers.

Pediatric Coordinated Care Clinic/ MassGeneral Hospital for Children

The Pediatric Coordinated Care Clinic at MassGeneral Hospital for Children (MGHfC) provides a variety of important services to families of children with complex health care needs. The Clinic serves infants, children, adolescents, and their families from Massachusetts and other states. With the impetus of parents who shared their frustrations about the lack of continuity of care for children who are outpatients, MassGeneral developed the Clinic in 2006.

Mid Coast Medical Group

Mid Coast Medical Group (MCMG) is comprised of more than 100 providers in 4 primary care and 18 specialty practices located in Bath, Brunswick, and Topsham, Maine. MCMG is a department of Mid Coast Hospital, which is part of Mid Coast–Parkview Health, a dynamic health care system addressing a full continuum of community health, wellness, and prevention needs. MCMG's Patient Advisory Group was restructured in January 2018 and has completed a number of collaborative projects as part of its TCPi work.

Moffitt Medical Group

With 22 outpatient clinics, the Moffitt Medical Group (MMG) based at the Moffitt Cancer Center, is Florida’s largest multidisciplinary medical group practice dedicated to cancer care. Dissatisfaction about access for new patients reflected in Press Ganey surveys was shared with the Patient and Family Advisory Council. An improvement team, including a cancer survivor, explored solutions and piloted a new approach, now used in other MMG clinics.

The PIC Place (Partners in Integrated Care)

The PIC Place, a nonprofit organization, is a fully integrated healthcare center in Montrose, CO offering comprehensive and integrated primary, dental, behavioral health, vision and physical therapy along with educational programs for members of the community. Services are limited to patients with incomes at or below 250% of the Federal Poverty Level. No patients are ever denied care because of the complexity of their medical issues or their ability to pay. In fact, most of the 8,000 patients served are considered medically complex and have a variety of social factors that impact their health.

San Francisco Health Network

San Francisco Health Network (SFHN) is the public healthcare system for the City and County of San Francisco. Included among its comprehensive health care services are 14 primary care health centers; four are hospital-based and ten are community-based. Over time, SFHN has integrated patient partners in almost all of its clinics. In addition to the spread of Patient Advisory Councils across the SFHN, the purpose of the Councils has also evolved.

Southwest Pediatric PTN

Through TCPI, the Southwest Pediatric PTN has supported more than 230 pediatric practices in transforming their delivery of care, including actively engaging parents. Through the mechanism of PFACs, parents informed the development and implementation of Pediatric Clinical Guidelines for pneumonia.

Spectrum Health

Spectrum Health is a not-for-profit integrated health system dedicated to improving health, inspiring hope, and saving lives. Based in West Michigan, Spectrum Health offers a full continuum of care through 14 hospitals; 230 ambulatory and service sites; comprehensive post-acute care services; 4,200 medical staff experts; and Priority Health, a health plan.

Sutter Health/Palo Alto Medical Foundation

Sutter Health is a large not-for-profit network providing care for more than 100 Northern California communities. Palo Alto Medical Foundation (PAMF), part of the Sutter Bay Medical Foundation, serves over 1 million patients across Alameda, San Mateo, Santa Clara, and Santa Cruz counties.

The University of Cincinnati Department of Family and Community Medicine and The Christ Hospital Family Medicine Center

The University of Cincinnati Department of Family and Community Medicine was awarded a 5-year, $1.75 million, grant from HHS/HRSA, in partnership with the Family Medicine Residency, Faculty, and Residency Clinic. The purpose of the grant was to help residents and fellows become more effective “change agents” in primary care practices. Foundational to the grant project was the belief that true practice transformation requires meaningful input from patients and families.

University of Arkansas for Health Sciences

The University of Arkansas for Medical Sciences (UAMS) has over 132 patient and family advisors, serving on 12 advisory councils and 33 committees across the system. Using that experience, UAMS is now working with outpatient specialty providers to help strengthen patient and family engagement (PFE), through a variety of mechanisms, including shared decision-making.

UF Health Neuromedicine ICAP

The Neuromedicine Advisory Panel at UF Health was formed to bring the patient and family voice into NICAP’s three ambulatory clinics. Using a structured approach for monthly meetings (e.g., questions about quality and safety, palliative and hospice care, and nurse and physician communication), the Advisory Panel has identified a number of needs, including improved patient education.

UNC Health Care

UNC Health Care Internal Medicine Clinic’s Patient Advisory Council (PAC) has been active since March 2014 and has nine patient partners as members. The PAC has been instrumental in implementing continued improvements in clinic operations, including better communication about waiting times and rounding in the waiting room to get feedback from patients.

UC Irvine Health

UCI Health’s SeniorHealth Center provides comprehensive care to patients 65+ years. Annually, it serves 3,500+ patients and has over 10,000 visits. A NCQA certified PCMH, the Center has a strong and diverse team.

Valley Health System

As part of its Patient and Family Centered Care initiative, Valley Health System in New Jersey has eight Patient and Family Advisory Councils – including one for outpatient oncology. The PFAC collaborates on a number of projects including a Cancer Survivor Navigation Binder and a quarterly newsletter, Cancer Creates.

Venice Family Clinic

Venice Family Clinic (VFC), located in Venice Beach, CA, serves over 24,800 patients across 10 clinical sites. Utilizing Patient and Family Engagement Metrics, the Clinic improved its process for monitoring and providing follow-up care for patients with uncontrolled diabetes.

VCU Health

VCU Health, an integrated health care system in Richmond, VA, includes VCU Medical Center, the Children’s Hospital of Richmond, and 77 ambulatory clinics enrolled in TCPI. Utilizing four years of experience in inpatient settings, the system is now embedding the patient and family voice into ambulatory care.

Yale New Haven Hospital

YNHH’s Department of Radiology and Biomedical Imaging provides over 700,000 diagnostic exams each year at 16 outpatient locations in Connecticut. In 2016, faced with underperforming Press Ganey scores, the Department actively involved its Patient Experience Forum in defining goals and strategies to improve patient satisfaction. Following implementation of the changes, scores showed significant improvement in all areas.

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