1. PFACs: Where’s the Money? The Financial Impact on Hospitals
June 27, 2014
Barbara Lewis, MBA

2. Introduction
Patients and Family Advisory Councils (PFACs) started in the 1990s
2,000+ hospitals have launched a PFAC
Some states, such as Massachusetts, PFACs are mandated (Florida & New Hampshire?)

3. How Many Hospitals Don’t have a PFAC?

4. Survey March 2014 60 survey participants 17 questions
Supported by The Beryl Institute

5. If you are a patient or family member on a PFAC, how would you describe the PFAC voice?
34%
41%
25% 0%
Totals %
41% said that PFAC voice is oftentimes heard with PFAC suggestions adopted
34% said that PFAC was an integral part of the hospital
25% said voice is only occasionally heard with suggestions & sometimes adopted

6. How many PFAC members are on the Council
How many PFAC members are on the Council? (If you are affiliated with more than 1 PFAC, then please average the number.)
30% of PFACs have 11 to 15 members
23% of PFACs have 5 to 10 members
22% of PFACs have 15 to 20 members

7. How satisfied are you with the PFAC with which you are involved?
58% are extremely satisfied with the PFAC
32% are only somewhat satisfied
5% are rarely satisfied or thinking of quitting

8. In what areas does the PFAC contribute? (Please check all that apply.)
Communication 93%
Quality 81%
Signage 78 %
Safety 76 %
Clinical areas 74 %
Orientation 57 %

9. Do you benchmark each PFAC project
Do you benchmark each PFAC project? (measure where you are before the project starts)
60% sometimes benchmark each PFAC project
18% never do
8% always measure the status before the project starts

10. Do you measure the success of each PFAC project at some time after the project has been implemented?
48% sometimes measure the success
23% never measure the success of projects
13% always evaluate the progress of PFAC projects

11. PFAC Examples of Financial Impact on Hospitals

12. Barriers to Research
“No financial component should be included in the value of PFACs”
PFAC is like consumer research

13. “We would never do anything without asking the members
“We would never do anything without asking the members.” 400 patients in > 35 PACs 100s of projects Few metrics

14. Daryl Bell – Professional Practice Leader Spiritual Care
Issue – Chairs for patients undergoing chemotherapy
Staff picked chairs thinking they would be the very best for patients
“Patients picked a far cheaper version… the patients were coming with the actual experience of chemo in mind and knew what they wanted and needed.”

15. Pat Stahl - PFAC staff liaison and manager of volunteer programs and services
One of the first hospitals to start a PFAC
“PFACs have had enormous impact”
PFAC suggested that afternoon food carts wasted a lot of food and suggested options that decreased the amount of waste.

16. Other suggestions Lisa Morrise
Intake forms in Spanish – no need for 1-on-1 translator
Inventory control system for clothing handed out to families
Double bunkers get personal DVD player (about $75 each) > etiquette guidelines for how to share the TV
Keep food in the refrigerators – no vouchers.

17. Best ROI:
Patients frustrated over recurring problems with billing practices
2 letters to better explain fees & discount for prompt payment
Result: prompt payments increased by 6 fold
Boosted the net present value of the collections
Decreased collection costs

18. It’s Not Just the Money Safety – Better Outcomes In-Kind Donations
Kaiser – patient input reduced falls
Vidant – significant reduction in serious safety events & hospital acquired infections
In-Kind Donations
Children’s Hospital of the King’s Daughters – photography, printing, project design

19. Top 10 Recommendations We never do anything without asking the Council
Use metrics before & after
Track all projects & results
Report on results and distribute to leadership
Implement all projects with a process
Reboot if PFAC is struggling
Train PFAC members on committee participation
Involve patient & family members on all hospital committees
Survey leadership on PFAC’s impact
Spread the word about the availability of PFAC for research
Treat PFACs as valuable consumer research tools
We never do anything without asking the Council

20. Conclusion
Thriving PFACs are an integral part of the hospital where projects are benchmarked when ideas are suggested and then implemented with a process or procedure, after which success is measured.
Daryl Bell asked, “How can we possibly be making the best decisions if the people, who have actually had the hospital experience, aren’t at the table?”
Pat Stahl added, “How can a hospital NOT have a PFAC?”

21. Joan’s Family Bill of Rights
Barbara Lewis, MBA
Services
Presentations | Communication | Research
The Mission Continues
What’s your PFAC doing? What metrics do you use?
Why doesn’t your hospital have a PFAC?
Please let me know.