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16AHealthyDoseWinter2014WhenitcomestodeterminingwaystoimprovethepatientexperienceCarrollHospitalCenteristurningtothosewhoknowbestthecommunity.AndthenewlycreatedPatientFamilyAdvisoryCommitteePFACwasdesignedtodojustthat.Establishedin2013PFACconsistsoeightcommunityresi-dentsandfvehospitalassociateswhomeeteveryothermonthtodiscussissuesraisedinthecommunityregardingpatientcareandtodevisestrategiestoimprovecustomerservice.WewantedtocollaboratewithmembersothecommunitytogettheirperspectiveonwayswecanenhanceourservicesandourenvironmentsaysStephanieReidR.N.B.S.N.M.B.A.vicepresidentoqualityandchienursingocer.DaveUnderwoodaormerpatientandPFACcommunitymembersaysmanyohisideascomeromcasualconversa-tionswithresidents.IImtalkingtopeopleinthecommunityandtheytellmetheywenttothehospitalIpicktheirbraintofndoutitheywerehappywiththewaytheyweretreatedhesays.Tetopicsdiscussedbythecommitteeareallbasedoncon-structiveeedbackthingsthatcanbeimprovedtomakethehospitalexperiencebetterorpatientsandvisitors.SomeotheinitiativesthecommitteehasimplementedincludethehospitalsPetTerapyprogrameaturingspeciallytraineddogsthatbringcomortandsupporttopatientsandamiliesanopenvisitationpolicyintheCriticalCareUnitallowingPatientFamilyAdvisoryCommitteeadultstovisitpatients24hoursadayasasupportpersonwithapassandhospitalitycartsflledwithsnacksandreadingmaterialsorvisitorsandamilymembersinwaitingareas.TeseandutureinitiativeshavemadePFACahugesuccessnotonlyorthehospitalbutalsoorthecommunitysaysColleenMilesCarrollHospitalCenterspatientrepresentativeteamleaderandPFACco-chair.PFACmakesthehospitalmorepatient-andamily-centeredbecausewearelisteningandlettingthemteachuswhattheyneedandwantshesays.Puckapettherapydogvisitswithpatientsfamilymembersandstaffatthehospital.ThePetTherapyprogramwasimplementedbythePatientFamilyAdvisoryCommittee.Wewantedtocollaboratewithmembersofthecommunitytogettheirperspectiveonwayswecanenhanceourservicesandourenvironment.FormoreinformationaboutthePatientFamilyAdvisoryCommitteeortomakeasuggestiontothecommitteepleasevisitCarrollHospitalCenter.orgPFACNewgroupprovidesvaluablecommunityinputtoenhancepatientexperience