English | 繁體中文 | Español | Русский | Tagalog | Tiếng Việt

PAC Seminar 3: The Patient Voice in Healthcare Improvement

PAC Seminar 3: The Patient Voice in Healthcare Improvement

On January 28th, staff and patients from around the SF Health Network gathered in Golden Gate Park for an all-day training about how patients can be involved in health center improvement.

Sofia Solorzano works with the Maxine Hall Health Center Patient Advisory Council to make a process map regarding customer service for non-English speaking patients.

Sofia Solorzano works with the Maxine Hall Health Center Patient Advisory Council to make a process map regarding customer service for non-English speaking patients.

In all our primary care health centers, staff work to improve care through a standard process called “quality improvement.” This means they use tools such as process maps and “Plan-Do-Study-Act” cycles (small tests of change) to improve the way care is delivered. This PAC Seminar gave patient advisors in our system information about that model for the first time.

Hunter Gatewood teaches "Plan-Do-Study-Act" cycles to patient advisors and PAC staff.

Hunter Gatewood teaches “Plan-Do-Study-Act” cycles to patient advisors and PAC staff.

We partnered with Hunter Gatewood of Signal Key Consulting, who led the training and designed the break-out sessions for patients and staff to work together to create ideas for improvement and to map our current processes.

A patient from the Southeast Health Center Patient Advisory Council discusses a process map for a patient-centered bulletin board in the waiting room.

A patient from the Southeast Health Center Patient Advisory Council discusses a process map for a patient-centered bulletin board in the waiting room.

The 2015 Patient Advisory Council Collaborative established councils at 10 of 13 primary care clinics in the SFHN, with the goal of elevating the patient voice in all improvement work. After the training on the 28th, over 35 patients in the SFHN have been trained to work alongside staff in improvement workgroups, about everything from blood pressure control to appointment access.

SarahCPHC Process Map

Sarah Qian, the Coordiantor of the Chinatown Public Health Center Patient Advisory Council, presents a process map made by PAC staff and patients to the larger group.

 

Patients and staff from Silver Avenue Family Health Center and Castro Mission Health Center discuss a process map together.

Patients and staff from Silver Avenue Family Health Center and Castro Mission Health Center discuss a process map together.

In 2016, the Patient Experience team at SFHN will continue working to establish PACs at the remaining three clinics in our system and will also collaborate with the rest of the Primary Care team on weaving the patient voice into all improvement work in the SFHN.

Update: Please click here for a video with interview from the day’s participants, including the facilitator, Hunter Gatewood.

2017-11-16T12:16:41+00:00 February 2nd, 2016|