Bringing the Real-Life Needs of Patients and Families into Health Care

When her 8-year-old son, Justin, was at Evergreen Hospital recovering from a bicycle accident, Karen Peck did what any mother would do: She looked for every possible way to make his hospital stay less frightening and more fun.

Soon after her son's discharge, Peck was asked to join Evergreen's Patient and Family Advisory Council for Children's Services, a group committed to bringing the real-life needs of patients and families into the health care experience.

"We have lots of clinical expertise, but we aren't complete without the patient and family perspective, since their experience is at the center of everything we do," explains Kathy Schoenrock, Evergreen's director of quality management. "The Patient Family Advisors provide valuable input as we develop new programs and services. They are even helping to design our facilities."

The Patient Family Advisor Program launched in 2007 with a handful of volunteers. There are currently 70 advisors participating on a wide range of clinical advisory boards, hospital committees and advisory councils. They have worked on projects such as improving the patient discharge experience, providing input on the services offered at the Evergreen Neuroscience Institute, and designing a prototype for Evergreen's new primary care clinics.

"Just getting feedback from a survey isn't enough," Schoenrock adds. "We want our advisors at the table in true partnership with us, to help make the patient experience the best that it can be. Our goal is to have them involved in every major specialty at Evergreen."

Karen Peck was excited to help out. "I'd love for more people to know they can get involved, since it's so fulfilling to make a difference for the next patient and the next family that comes to the hospital," she says.