ENSW Patient Engagement – PFAC Policies and Procedures


To promote and support patient-and family-centered care at [clinic] by personalizing, humanizing and demystifying the healthcare experience.



The PFAC strives to promote respectful, effective partnerships among patients, families

and healthcare professionals in the clinic/health system/community.


To actively promote and create new and unique opportunities for communication and

collaboration emphasizing responsible and personalized patient-and family-centered



The primary objectives of the PFAC are:

  • To provide ongoing feedback that aids in establishing organizational priorities and in addressing patient service issues.
  • To assist in promoting highly effective practices in response to patient/family needs and priorities.
  • To improve the patient experience as measured by patient satisfaction survey scores, personal letters, and other data-gathering tools.
  • To educate PFAC membership so they can become ambassadors to and for the [health system] and the community.
  • To strengthen communication and collaboration among patients, families, caregivers and staff.
  • To promote patient and family advocacy and involvement.


  • Must be an active patient at the [clinic name]
  • A member of the board may resign at anytime by submitting a written notification to the facilitator
  • A member may be removed from the board if it is in the best interest of the PFAC, which will be determined by [clinic] staff involved with the board
  • Board representation will be comprised of 1/3 staff and 2/3 clinic patients

Membership Qualifications:

Consistent effort shall be made to ensure the board membership reflects on diversity in

culture, gender and healthcare experiences found in our community.

  • Share insights and information about their experiences in ways from which others can learn.
  • See beyond their own experiences
  • Show concern for more than one issue or agenda
  • Respect the perspectives of others
  • Speak comfortably and candidly in a group

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