Potential Patient/Family Advisory Board Agenda Topics Storytelling – share stories of good and bad experiences with the health system, relationship with primary care Waiting room set up/aesthetics Perform a clinic walk through – tour the clinic from check in to check out, soliciting patient feedback along the way Magic wand exercise – ask the audience if they had a magic wand what they would change about… the clinic, healthcare, the hospital, etc. Norms, Delights, Surprises – Brainstorm what features are found at each of these levels as they apply to a clinic. Norms are the status quo (as an example, for a hotel, this may include a clean room and a door with a lock). Delights are higher end features commonly found (in the hotel example this could be a heated outdoor pool, free wi-fi, etc). Surprises are pleasurable features that are beyond status quo (if the hotel draws a bath for you knowing you had mentioned wanting one when you returned after your workday). In talking in the general sense, the clinic leadership can reflect on where they are failing to meet or where they are surpassing patients’ expectations Quality improvement bootcamps – brief learning sessions at the patient level on QI itself (what is a PCMH? How do you do QI? What are the pros/cons of an EMR?) Disease-related mini learning sessions – If your clinic does QI work on disease-specific projects (e.g. increasing the compliance with HbA1c checks), offer a 30 to 60 min patient level education session on diabetes Vetting of language on patient handouts Creating the powerpoint stream for a TV in the waiting room Feedback on QI projects – make sure to solicit feedback early, while the project is still malleable! Brainstorming of QI projects – consider allowing the PFAC to brainstorm their own QI projects or having them choose from a list of projects the staff/providers are interested in but have not yet begun work on
Potential Patient/Family Advisory Board Agenda Topics Storytelling – share stories of good and bad experiences with the health system, relationship with primary care Waiting room set up/aesthetics Perform a clinic walk through – tour the clinic from check in to check out, soliciting patient feedback along the way Magic wand exercise – ask the audience if they had a magic wand what they would change about… the clinic, healthcare, the hospital, etc. Norms, Delights, Surprises – Brainstorm what features are found at each of these levels as they apply to a clinic. Norms are the status quo (as an example, for a hotel, this may include a clean room and a door with a lock). Delights are higher end features commonly found (in the hotel example this could be a heated outdoor pool, free wi-fi, etc). Surprises are pleasurable features that are beyond status quo (if the hotel draws a bath for you knowing you had mentioned wanting one when you returned after your workday). In talking in the general sense, the clinic leadership can reflect on where they are failing to meet or where they are surpassing patients’ expectations Quality improvement bootcamps – brief learning sessions at the patient level on QI itself (what is a PCMH? How do you do QI? What are the pros/cons of an EMR?) Disease-related mini learning sessions – If your clinic does QI work on disease-specific projects (e.g. increasing the compliance with HbA1c checks), offer a 30 to 60 min patient level education session on diabetes Vetting of language on patient handouts Creating the powerpoint stream for a TV in the waiting room Feedback on QI projects – make sure to solicit feedback early, while the project is still malleable! Brainstorming of QI projects – consider allowing the PFAC to brainstorm their own QI projects or having them choose from a list of projects the staff/providers are interested in but have not yet begun work on
potential-PAC-agenda-topics.docx