As part of CPC+ requirements, seven of our Family Medicine locations started Patient Family Advisory Councils (PFACs) in 2017 and host two PFAC meetings annually. The PFACs are dedicated to strengthening collaboration between patients, caregivers, family members and the health care team to enhance the organization’s ability to deliver the highest standard of safe, comprehensive and compassionate health care. 

The PFACs strive to: 

  • Provide information to administrative, clinical and research faculty and staff about the needs and concerns of patients and family members
  • Collaborate with faculty and staff to improve services and programs that affect patients and family members
  • Offer insight and recommendations for improving quality, service, safety, access, education and patient/family satisfaction

The seven PFACs consist of providers, staff and referred patients who’ve received services at each individual location. In addition to the patients and family members, each PFAC also includes: the practice manager, physician (rotating), care coordinator (rotating), patient experience staff and additional practice staff as appropriate.

Topics and ideas from our previous PFACs have included: advanced care planning (advanced directives), help designing the Family Medicine patient information booklet to be more patient/family friendly, as well as providing recommendations to improve to the convenient care document.

Each location discusses patient satisfaction survey data with the council members who provide feedback on key areas such as access to care, wait times, doctor communication and other patient satisfaction domains. PFACs also discuss practice-specific topics to help improve the overall patient experience. 

For more information on how to refer a patient to join a PFAC or to receive feedback from patients and families in your area on a topic of interest, please send your contact information to your practice manager or to Cortney Forward, patient experience manager for Family Medicine, at

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