Pioneering the Patient Advisory Council in Fraser Health

Sheila, Fraser Health Patient Advisory Council member & Patient Voices Network volunteer

The Fraser Health Patient Advisory Council (PAC) shows what patients and providers can accomplish by working together. Sharing knowledge and skills with Fraser Health’s executive and board, a diverse group of patients is providing a new link between the health authority and the population it serves.

In forming the council, Fraser Health partnered with the Patient Voices Network because they felt it was a logical place to find engaged, dynamic patients. Fraser Health was looking for people with good communication skills and a demonstrated ability to work and collaborate with others. “PVN members have already demonstrated these qualities. They’ve attended an orientation on public participation and been recommended for the Patient Advisory Council, eliminating the need for Fraser Health to recruit patients from the general public,” says Cathy Weir, Director of Quality Improvement and Patient Safety.

One of the council’s first tasks was to meet independently and identify five priorities they, as patients, felt most affected patient experience. “It was empowering – the patients were in charge of identifying the agenda!” says Sheila, a PVN and PAC member from Surrey/White Rock. The Council identified the following  aspects that positively affected patient experience:

• Patients benefit from support and information from mentors
• Well organized and effective clinics inform, comfort and prepare patients for surgery
• Emphasizing patient-centred teamwork at all levels, from senior management to front line staff
• Informing patients, family and staff of discharge plans upon admission
• Providing patients with written information after a complex or difficult discussion.

And some aspects that negatively affected patient experience:

• Poor transitions and handover
• Lack of access to experienced geriatric staff
• Communication barriers and challenges
• Health professionals not open to discussing alternative treatment
• Lack of patient-centred teamwork

Fraser Health quality improvement staff will be meeting with administrators across the region to discuss initiatives to address these factors. These priorities will also inform the region’s long-term plan to enhance teamwork and communication across the continuum of care and services.

A few other ways the Council members have been engaged since April 2011:

• Sat on the Quality Performance Committee that reports directly to the board of directors
• Participated in quality and safety “walkabouts” in health care facilities, together with executives and administrators
• Sat on the selection committee for a new Medical Director for Patient Quality and Safety
• Participated in Accreditation Canada service visits  
• Provided input on the surgical waitlist registry
• Been involved in population health planning
• Attended an ethics and quality conference

Sheila sees a bright future for the council and values the commitment to patient-centred care shown at all levels of administration. “They really mean business, and the patients are very involved. The meetings are monthly, with separate subcommittee meetings where patients get together at the request of the chair and prepare a presentation on topics he would like our perspective on. We’re also offered opportunities to sit on other committees as patient advisors.”

Having members of the PAC sit on committees and attend meetings has been a huge benefit to Fraser Health. “They’ve given us really insightful feedback on what they’ve observed and experienced which is taken very seriously by the executive and board,” Cathy says. “They’re an energetic and committed group. It’s a delight to get to know each one of them.”

In patient networking teleconferences, PVN members who sit on the Council have nothing but praise for the PAC and leadership at Fraser Health. The pride in the work they’re doing together is evident. “ I’m a strong believer in a patient voice and when I heard about this opportunity I was excited to be part of it. It was a pioneering step,” says Sheila. And it continues to be. As it enters into its second year this spring, we look forward to reporting on even more Fraser Health patient engagement initiatives in 2012.