1. SMMC PrimeCare Internal Medicine Patient Advisory Council

2. Why create a PAC? To promote improved relationships between patients, families and staff. To provide a venue for patients and families recommendations into policy and program development. To channel information, needs and concerns to staff and administration. To collaborate as partners with staff, physicians, and administration in the planning and operation of specific programs. To provide opportunities for staff to listen to their comments.

3. Patient Advisor? Include a patient on our leadership team? Develop a Patient Advisory Council?

4. Getting Started…… Developed PAC sub group Attended Webinars: a. Quality Counts b. Institute for Patient and Family Centered Care Interviewed professionals in this area: a. Darcy Shargo – COO of ME Primary Care Assoc. b. Marie Abraham- IPFCC c. Practices in ME with established PAC Utilized http://www.ipfcc.org/http://www.ipfcc.org/ Researched Dana-Farber/Brigham and Women’s literature on their PAC

5. First Steps….. IPFCC site –utilized tool kits Composed purpose statement Determined size of PAC Created Charter Discussed Meeting logistics- time/place/frequency Budget Developed application Explored advertising methods Timeline for recruitment and interviews

6. First hurdle…… Recruitment a. Provider recommendation b. Brochures in waiting areas, at check in/out areas, and at clinical work stations. c. Other staff discuss the opportunity with patients.

8. Application….

9. Interview Process… 15 applicants Each applicant met with the entire PAC team Team selected 8 advisors

11. Kick off Meeting… First meeting held Dec 13, 2011 a. Introduction of advisors and staff b. Darcy Shargo- gave overview of PCMH c. Developed guiding principles d. Discussed Meeting roles e. Brainstormed opportunities for improvement

12. PAC Initiatives  Roll out of patient portal Had first patient portal demonstration Reviewed portal paper work and recommended changes  Reviewed new patient paperwork  Reviewed new billing statement  Patient education  Self-Management  Patient Newsletter

13. Patient Engagement An advisor attended our all staff meeting One of the advisors spoke at the May PRIZM conference A small group of advisors and staff attended Patient Engagement seminar in June

14. Future Initiatives: Interview new PAC applicants Suggestions for Teamlet Model Input on New Building

15. PAC Tool Kit In the near future our PAC tool kit will be on the Aligning Forces For Quality website!

16. Questions