Recruiting and Engaging Virtual Advisors for More Robust Patient Feedback

Breakout Sessions

• Kevin Phipps, MBA, CPXP | Director, Patient Experience | Emory Healthcare
• Nathan Causey, MBA, CPXP | Sr. Manager of Patient Experience | Emory Healthcare

Attend this session to learn how a large medical practice created a patient-family advisory council (PFAC) recruitment and engagement model to support shifts in advisor expectations and support a group spread out across a large geographic area by providing rapid, custom patient feedback for quality, safety, and experience improvement. In this model, patients are passively recruited through an online, automated application process linked to our patient surveys. Within 4 months of passive recruitment, the PFAC grew to over 200 members representing all clinical specialties and a variety of patient demographics, skills, and experiences. Rapid patient feedback through PFACs has elevated the voice of patients in dozens of projects and within specialties that have not utilized patient feedback or engaged a traditional PFAC in the past. Patients who may not have participated in a traditional PFAC have shared their perspectives on a variety of topics not captured elsewhere. Underrepresented patient populations are engaging in virtual PFACs more than traditional PFACs.