At New London Hospital, we understand how critical it is that we design the work we do each day in a way that meets our patients and overall community's needs. One way that we do this work is by partnering with our Patient and Family Advisory Council (PFAC).
PFAC is a group of highly engaged patients (and their family members) of New London Hospital and Newport Health Center, who volunteer to share feedback productively on planned work, upcoming projects and every aspect of care that will eventually touch a patient.
Our Patient and Family Advisory Council offers a unique opportunity for us to cultivate a culture of patient and family-centered care throughout our practices. The patient and their family are at the center of the healthcare delivery system at New London Hospital. Therefore, the involvement of Patient and Family Advisors (PFAs) enhances communication and improves patient satisfaction in a collaborative effort.
The goals of the Patient and Family Advisory Council are to:
- Establish a diverse membership.
- Expand the voices of patients and families.
- Identify opportunities for improving the patient and family experience.
- Promote and support culturally sensitive patient and family-centered care.
- Share stories as a patient or family member within the New London Hospital system with providers and other patients.
- Partner with leadership on quality improvement work across the hospital setting.
PFAs partner with the hospital and outpatient clinics to create a patient- and family-centered care environment and experience. Advisors provide the perspective of patients and families across a wide range of New London Hospital initiatives and give direct input on the decisions, policies, and practices that affect the services our patients receive.
- You can expect to have processes/terminology explained as needed and de-briefing after each meeting, if requested.
- You will be listened to and respected for your insight and suggestions.
- You can expect a safe environment to discuss concerns.
- You may be invited to attend educational sessions.
You must:
- Be a patient (or family member of a patient) at New London Hospital or Newport Health Center who has received care within the last 1-2 years.
- Be able to provide insight and constructive feedback that will help our system improve the quality of care and customer service we provide.
- Be team-oriented, having a positive approach and ability to share, and see different points of view.
- Have the ability to share both positive and negative experiences in a constructive way.
- Have good listening skills.
- Have a willingness to communicate and work with patients, families, council members, and hospital employees whose backgrounds, experiences, and styles may be different from yours.
- Respect, promote, and maintain strict confidentiality at all times.
- Be willing to commit the time and energy to fulfill the responsibilities of membership (that is, attends regular meetings, actively participate, and provide constructive feedback in a collaborative manner).
- Support and promote the principles of patient and family-centered care.
The Advisor Experience
“Two years ago, our family needed emergency care. From the moment we arrived at NLH we were treated with compassion and respect. The Emergency Department staff swiftly stabilized my husband and the EMS team ensured his safe transport to a trauma hospital during a blinding snow storm. Being a PFAC member is personal for us. It allows us to give back by supporting efforts that ensure a quality experience and culture of safety for the current and future patients of NLH.”
- Kristin & Robert Mills
“Since joining PFAC I've reviewed written materials for clarity and readability before they are printed, have provided patient feedback when appropriate and have been part of the semi annual evaluation teams within the hospital. By being involved as a volunteer I have gained a better understanding of how all of the parts work together to produce a hospital we are proud of here in New London.”
- Emma Crane
“When I first learned of PFAC, I was immediately drawn to the compassionate mission of providing the highest quality of care to all patients and their families. I saw a personal opportunity to become part of this team, focusing on that goal together and striving to continually improve all aspects of care.”
- Ellen Gaddis
"This is my community. These are my people. I find it extremely rewarding to impact current and future patients, and their families' experiences. Anything I can personally do to impact hospital improvements for current and future patients and their families at some of the most vulnerable times is extraordinary.”
- Karla Walker
Become a Patient and Family Advisor
If you are interested in becoming a Patient and Family Advisor at New London Hospital, please complete and submit the form below.
Or you may contact our office of Patient Experience and Advocacy by calling 603-526-5467 or by emailing patient.advocacy@newlondonhospital.org.