CMSA Today - Issue 2, 2018 - 20

PAT I E N T- C E N T E R E D C A R E

PATIENT AND FAMILY
ADVISORY COUNCIL:

IMPROVING THE DELIVERY OF CARE
BY ANNE LLEWELLYN, RN-BC, MS, BHSA, CCM, CRRN, AND MARILYN VAN HOUTEN, RN, MS, CCM

U

nderstanding the perspectives of patients and their caregivers is key to improving the delivery of care and containing
healthcare costs. Patient and family advisory councils (PFAC) are a tool many organizations are using to ensure
they are patient-centered. A patient and family advisory council is future-oriented, bi-directional and intended to
ensure an active partnership between patients and the leadership of the health system and physician practices.
In this article, we hear from two seasoned case managers who sit on patient and family advisory councils at
the hospitals where they received treatment for their respective cancers. Each describes her role as a member and the value she
brings to her respective group.

LET'S HEAR FROM ANNE LLEWELLYN:
As a nurse case manager turned brain cancer patient, I asked a lot of questions that the
"average" person might not think of. As a
result, I met several influential professionals
during my cancer journey because they recognize my expertise and insights to the healthcare
system. I established relationships with many
and have kept in touch with them long after
active treatment. From time to time, I send colleagues posts from my blog, Nurse Advocate.
After sending out a post on patient resilience, I received an email from the charge
nurse of the cancer unit where I received chemotherapy every other week for 15 weeks.
The email said: "Anne! So good to hear from
you...yes I will take a look at your blog post.
Also, I have an invitation going out to you
to serve on our Patient and Family Advisory
Council we are forming here at Sylvester
Comprehensive Cancer Center. We will have
a lunch to welcome people to the group. Can
you participate? We are looking for feedback from former patients on how we can
do things better here. Be a voice for SCCC
patients, Anne...you have valuable input."
20

CMSA TODAY

Issue 2 * 2018

I accepted this invitation and have been
an active member of the patient and family
council since April 2016. It has been an interesting experience. I am the only healthcare
professional on the council. What I find most
interesting is to hear the input from other
patients and their caregivers as to the challenges they face as patients and how they
have improved from the care they received.
Many admit being lost in the system and
searching for someone to help them despite
an abundance of well-meaning professionals.
The council of which I am a member has
influence in all areas of the cancer center,
as the group is under the direction of the
Dr. Stephen Nimer, director of Sylvester
Comprehensive Cancer Center. The chair of
the committee is Jessica MacIntyre, ARNP,
NP-C, AOCNP®, director, Clinical Operations
for the Office of the Director, Dr. Stephen
Nimer. Jessica is an excellent leader. She
is responsive to the input of each of the
members and clearly committed to improving the patient experience for every patient,
caregiver and staff member at Sylvester

Comprehensive Cancer Center. When the
group identifies an issue or a challenge, the
chair goes right to the department head
responsible and addresses the issue. Many
times, the director of the department will
come to a council meeting and hear from
the group. They also thank us for our input
and acknowledge the input we provide
has given them new insights that will help
them improve.
The council is also used to evaluate communication materials and other tools the
various departments what to send out to
patients. As a group, we have been able to
make suggestions to enhance the material
and make it "patient friendly" and relevant. I
have found the council to be a good resource
for changing the status quo and helping to
ensure that the healthcare system is receptive to the people who use it. As a patient
and a nurse case manager, I am proud to be
part of the council. I feel it allows me to be
a part of the change that I hope to see, so
that all patients can be active participants
in their care.



Table of Contents for the Digital Edition of CMSA Today - Issue 2, 2018

PRESIDENT’S LETTER
ASSOCIATION NEWS
CMSA CORPORATE PARTNERS
Opioid Use Disorder Case Management Guide
The Integrated Case Management Program: Essential for Today’s Case Manager
Patient and Family Advisory Council: Improving the Delivery of Care
Challenges and Opportunities for Acute Care Case Managers
Social Determinants of Health: Digging Deeper for Barriers in Successful Transitions and Self-Care
PAST PRESIDENTS CORNER
INDEX OF ADVERTISERS
CMSA Today - Issue 2, 2018 - Intro
CMSA Today - Issue 2, 2018 - cover1
CMSA Today - Issue 2, 2018 - cover2
CMSA Today - Issue 2, 2018 - 3
CMSA Today - Issue 2, 2018 - 4
CMSA Today - Issue 2, 2018 - 5
CMSA Today - Issue 2, 2018 - PRESIDENT’S LETTER
CMSA Today - Issue 2, 2018 - ASSOCIATION NEWS
CMSA Today - Issue 2, 2018 - 8
CMSA Today - Issue 2, 2018 - 9
CMSA Today - Issue 2, 2018 - 10
CMSA Today - Issue 2, 2018 - CMSA CORPORATE PARTNERS
CMSA Today - Issue 2, 2018 - Opioid Use Disorder Case Management Guide
CMSA Today - Issue 2, 2018 - 13
CMSA Today - Issue 2, 2018 - 14
CMSA Today - Issue 2, 2018 - 15
CMSA Today - Issue 2, 2018 - The Integrated Case Management Program: Essential for Today’s Case Manager
CMSA Today - Issue 2, 2018 - 17
CMSA Today - Issue 2, 2018 - 18
CMSA Today - Issue 2, 2018 - 19
CMSA Today - Issue 2, 2018 - Patient and Family Advisory Council: Improving the Delivery of Care
CMSA Today - Issue 2, 2018 - 21
CMSA Today - Issue 2, 2018 - Challenges and Opportunities for Acute Care Case Managers
CMSA Today - Issue 2, 2018 - 23
CMSA Today - Issue 2, 2018 - 24
CMSA Today - Issue 2, 2018 - Social Determinants of Health: Digging Deeper for Barriers in Successful Transitions and Self-Care
CMSA Today - Issue 2, 2018 - 26
CMSA Today - Issue 2, 2018 - 27
CMSA Today - Issue 2, 2018 - PAST PRESIDENTS CORNER
CMSA Today - Issue 2, 2018 - 29
CMSA Today - Issue 2, 2018 - INDEX OF ADVERTISERS
CMSA Today - Issue 2, 2018 - cover3
CMSA Today - Issue 2, 2018 - cover4
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