Sutter Health/Palo Alto Medical Foundation

Sutter Health/Palo Alto Medical Foundation

Sutter Health is a large not-for-profit network providing care for more than 100 Northern California communities. Palo Alto Medical Foundation (PAMF), part of the Sutter Bay Medical Foundation, serves over 1 million patients across Alameda, San Mateo, Santa Clara, and Santa Cruz counties.

Former patients and family members participate in volunteer Patient and Family Advisor Councils (PFACs) at various Sutter Health facilities. Over the years, Sutter Health’s number of PFACs and Patient and Family Advisors (PFAs) has experienced significant growth. Currently, there are 24 PFACs and over 200 PFAs who serve in hospitals, ambulatory settings, mental health, and even home health and hospice. This work is supported and spread by the Office of Patient Experience and has allowed for PFAs to be incorporated in strategic committees and projects that impact all patients, families, staff, and clinicians in the Sutter Health network.

The Office of Patient Experience leads a system wide PFAC that meets virtually on a monthly basis, is open to all PFAs throughout Sutter Health, and provides an opportunity for them to see the system’s emphasis on improving quality, service, and access to care. Every year the Office of Patient Experience also hosts a PFA Summit that brings together staff and PFAs from across the system for shared learning and celebration.

Sutter Health PAMF Patient Advisor Council

The PFAC at PAMF began in 2009 and was one of the first in the Sutter Health system. It has now grown to 14 standing members that meet monthly to advise on policies, programs, and practices that affect patients and their families with the overall goal of improving the quality of care, patient communication, clinical flow, and service delivery.

In addition to their monthly meetings, the PFAs serve on committees throughout PAMF, such as Quality Improvement, Patient Relations, and Physician Leader Development Advisory Council.

At any given time, the PFAC can be involved in 30 to 40 projects and initiatives, some being rapid improvements and others longer in term. Examples include:

  • Design and revision of patient materials (e.g., After Visit Summary, pre- and post-op instructions)
  • Usability of Electronic Health Record and My Health Online patient portal
  • Input on urgent care transport model
  • Evaluation of patient experience survey methodology and results

At weekly new employee orientation sessions, PFAs co-present with senior management and share their stories, “setting the tone from day one that our voices matter,” says patient advisor William Silver.

In addition to the PAMF teams finding tremendous value in the dedication and contributions of the PFAC, PFAs like Frank Sammann, Mary Schramke, William Silver, and Karen Vasser have expressed their appreciation for the support they receive from PAMF leadership and Sutter Health as a whole – they feel like they are really making a difference in improving healthcare for other patients – and they really are!