Putting Patients at the Center: Meet Community Memorial’s Patient and Family Advisory Council (PFAC)

At Community Memorial, we believe that providing exceptional care requires listening to the people we serve. That’s why we established the Patient and Family Advisory Council (PFAC), a group dedicated to ensuring that the patient perspective is at the heart of every decision we make.

PFAC members —current and former patients, along with their family members— partner with Community Memorial staff and leaders to improve the quality, safety, and experience of care across our Hospitals and Health Centers.

What is the PFAC and Why Does it Matter?

The PFAC is a formal committee of volunteers who represent the collective voice of the patient community.

The council’s formal purpose is to provide healthcare professionals with actionable information from the patient, caregiver, or family member perspective. This includes weighing in on projects, advising on facility operations, guiding quality improvement efforts, ensuring that communication and education are shared in plain, patient-friendly language, and so much more.

The insight and direct experience provided through the council contribute to changes and modifications that improve the safety and quality of the care we provide. This collaboration promotes a positive patient experience and more compassionate care across all areas of Community Memorial.

The Power of a Positive Patient Experience

At Community Memorial, we view the "patient experience" as everything that happens across the healthcare system. This starts with how you access our website and schedule appointments to the way you are greeted and cared for in our health centers and hospitals.

According to PFAC member Cassandra McCambridge, an important aspect of a positive experience is good communication.

"Good communication is essential between the patients, the loved ones or family members that are involved in the care plan, and all the instrumental staff members involved: the doctors, registered dietitians, social workers, and more,” said Cassandra.

The PFAC helps the Community Memorial team keep this patient-centered focus at the forefront, constantly reminding staff and leaders why we are here: to provide excellent care for our community.

PFAC in Action: Real-World Improvements

The PFAC has a tangible impact, turning real-world experiences into actionable change. Here are a couple of examples of how patient input directly led to improvements at Community:

1. Lost Items – After reviewing feedback, the PFAC weighed in on the importance of creating standardized processes to better monitor and care for patients' personal belongings, leading to a significant organizational improvement.
2. Baby Lullaby Chime – Previously, a distinct lullaby chime was played during the birth of any baby. While celebratory, the chime could also be a trauma trigger for patients who had experienced a loss. After reviewing the initiative with PFAC, Community Memorial decided to reinstate a neutral chime. This new sound still reminds staff that a baby has been born but is less upsetting for vulnerable patients.

PFACs Commitment to Diversity

A successful PFAC must be representative of the diverse community it serves.

"We want the PFAC to be representative of our community, such as different ethnicities, beliefs, and backgrounds," said McCambridge. "We believe that a successful PFAC would be and should be representative of its community."

Are you passionate about healthcare and ready to help shape the future of care at Community Memorial? We encourage you to apply for a role as one of our dedicated PFAC members.