As part of PHCC’s strategy and in line with its commitment to its core values, PHCC is embarking on a shift towards a more people-centered care (PCC) culture.
PHCC’s objective is to provide a service delivery model that is person centered and ensures genuine and meaningful patient engagement and involvement.
People-Centered Care means placing people and their families at the center of the decision-making process and recognizing them as true partners and team members, working with healthcare providers to provide the best services and achieve the best outcomes.
While it’s not always about taking more time, Patient-Centered Care continues to be about creating a human connection and making the most of the little time we have.
People-Centered Care is an approach to health care that:
Promotes communication, choices, respect, and building on our individual and collective strengths.
Leads to better health outcomes, wiser allocation of resources, and greater patient and family satisfaction.
focuses on doing something WITH you (as client) and your family rather than only doing something FOR you.
PCC is built on four fundamental values:
Upon identifying the cruciality of working with patients and families to improve the quality and safety of patient care, PHCC reaches out to its patients to hear from them and work in partnership with them to ensure continuous improvement and patient satisfaction.
This can be best achieved by bringing the perspectives of patients and families directly into the planning, delivery, and evaluation of care.
PHCC has identified patient engagement as one of its strategic priorities and an integral aspect to achieving PHCC’s mission.
To foster a culture of person-centered care, PHCC is committed to:
Promoting organization-wide engagement in people-centered care initiatives along with spreading and scaling them across PHCC.
Respect patients’ values and their cultural and personal preferences while delivering care.
Consider patients and their loved ones as partners of the health care team.
Seek to build long-term partnerships with patients and families at every phase of life care.
Actively partner with patients, families, employees, learners and volunteers, to achieve service excellence care.
As a PHCC friend, you will be invited to participate in different activities taking place at the Headquarter level.
Thus, becoming an agent of change influencing positive outcomes and improvements in PHCC, which would greatly impact the health & well-being of the whole community.
The Patient & Family Advisory Group is a group of patients that closely works with PHCC’s leadership to ensure that patients’ voice is heard, and that proper collaboration is taking place between patients and the organization at all levels of its operations.
The identified patients and family members shall engage with leaders and other staff members to foster and support the voice of PHCC’s clients and families in the design, delivery and evaluation of health services.
To be eligible, members of this group must have previously experienced care in PHCC and have shown the willingness to collaborate with healthcare providers in working on improvements and change. They are identified to be part of the PFAG in view of their capability and willingness to provide honest feedback and input on PHCC’s services they have used or continue to use.
Overall, PFAG members will be given an opportunity to be part of a meaningful change and contribute as well as to provide PHCC with a fresh perspective on problems and create innovative solutions.
As one of the PFAG members, you will be invited to join PHCC team members to participate in different committee meetings and be involved in PHCC’s decision-making process that will directly or indirectly impact clients and families in PHCC. This group will serve as a platform for you not only to share your perspectives but also to discuss issues and concerns identified from your experience at PHCC, suggesting improvement, etc. through your participation in multiple PHCC committees.
The PFAG will meet once every three months for one to two hours. The timing of the meetings will be agreed on with the members to ensure choosing a timing that suits the majority of the PFAG members.
Aside from the PFAG meetings, PFAG team members might be called to partake in specific committees that they find interesting and where they feel they can give valuable feedback.
Your partnership with PHCC as PFAG member requires to be based on mutual respect, trust, honesty, equity, dialogue and negotiation which will eventually lead to a successful engagement and results in better quality and health outcomes. Hence, it is highly advisable to make sure your collaboration as a PFAG member should not turn into an opportunity to solely “vent” or share bad experiences with PHCC or certain staff. Personal stories about care can provide very meaningful feedback when shared in a constructive manner rather than a complaint. You are welcome to share your bad experiences or harm caused during the care delivery to give us learning opportunities to avoid the recurrence of such instances in future.
Moreover, feedbacks shared with the leadership will be addressed in line with organizational/strategic priorities. Your participation will enlighten PHCC on areas for improvement and will provide lessons for future growth.
You can choose to stop volunteering as a PFAG member at any time, although a commitment of at least six months is advisable to be able to witness the effect of the suggested improvement.
However, you may share with the staff liaison your wish to withdraw or reduce your participation at your convenience.
An HC friend is someone who has volunteered to contribute to a positive change in PHCC services by sharing feedback and suggestions on how we can improve the services we provide at the health center level.
An HC friend needs to be registered at the health center and must have received healthcare him/herself or has a family member who has received care in the past six months.
As an HC friend, your experiences are a powerful tool for inspiring change at our health centers. By sharing your perspectives and working with staff and other patients and families, you can make a real difference.
As an HC friend, you will be called to attend the steering committee meetings at least once every quarter. Meetings will not take longer than two hours.
Aside from the steering committee meetings, you might also be called to attend additional meetings to work on quality improvement or to discuss specific activities.
Ability to see the “big” picture
Ability to see beyond personal experience and seek other patients’ insights
Respect for diverse opinions
Representative of the patients, families and members served by PHCC
Possesses the willingness to share insights and experiences in ways that others can learn from
Connect and work well with others
The passion to improve the health care experience for all
Generally, people are more open to suggestions if they are shared in a thoughtful and compassionate manner. It may help others receive your suggestions if they see that you understand the challenges facing providers, as they try to change well-established practices.
1- If possible, arrive a few minutes earlier and stay to talk with the staff.
2- People like to talk about what they know – ask questions and listen attentively.
Listen for details about what matters to each member.
Use your “fresh perspective”: The team you are joining consists of co-workers who work together frequently and may have been working together for years. A key value of your presence is your “fresh perspective” – you see things in new ways and help PHCC staff see them too.
Seek common ground: We all share the value of quality care. Everyone on the team wants to improve the healthcare experience at PHCC. Improvement work helps to re-energize team members and find renewed joy in their work.
Be yourself and share your opinions: you are invited because we want to learn from you.