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Vanderbilt Tullahoma-Harton Hospital (VTHH) takes patient care very seriously. While providing the best medical care possible, they also strive to provide the best patient experience overall. Who better to assist with these goals than patients and families themselves? To this end VTHH incorporated the Patient and Family Advisory Council (PFAC) in 2022 in Tullahoma.

Vanderbilt either has PFAC in place or is in process of setting up PFAC in all of their facilities. The council is made up of volunteer citizens from the local community who have been patients or may have had a family member in the hospital. The council is a liaison between the hospital and the community, advocating for patient/family concerns.

Per its charter, PFAC’s purpose is to work with the health care team to promote principles of patient- and family-centered care, to improve patient and family satisfaction, and to offer suggestions to VTHH leadership in planning and evaluating all facets of the hospital experience.

One of the most important functions of the council is to review hospital ratings with staff members. Patients are given a survey to fill out after a hospital experience. The survey is a standardized questionnaire used in hospitals nationwide.  These questionnaires are the source of VTHH’s ratings, or scores. When sent in, the surveys go directly to Press Ganey, who oversees hospital ratings and ranks their performance on a national scale. The rankings compare all hospitals together regardless of size or number of patient encounters.  The results are then reported back to the hospitals on a weekly basis.

The surveys cover all aspects of the patient/family experience including satisfaction with the medical staff and ancillary services. Patients rate their experience in the categories of nursing and doctor communications, cleanliness, medication communications, care coordination, food and nutrition, and the discharge process. The questions go into specific detail for each category covered. Comments from the patients are welcome as well. The importance of these surveys cannot be overstated.

PFAC members meet with hospital staff once a month and review the most recent rankings. While VTHH consistently ranks well in most categories, there may be areas that could be improved. Discussion is then open to specific suggestions to improve performance in those areas. PFAC members are there to give feedback from a patient’s perspective for improvements, and VTHH acts on their suggestions, proving their commitment to patient care.

Most recently PFAC members were invited to try out and review selections of new furniture for patient rooms. The members gave their recommendations for recliners, bedside tables, rolling patient tables, and a couch. In August PFAC members participated in VTHH’s multi-casualty emergency drill, acting as patients’ family members seeking loved ones. In discussion after the drill, members offered suggestions to further support both hospital staff and family members. Members also made recommendations for upgrading the family quiet room. VTHH has acted on PFAC input on all occasions.

Having a patient advocacy group like PFAC is important to the community. Having a hospital that listens and responds to their input is even more important. VTHH is looking for a few more members for PFAC. For more information, or to volunteer, contact Chasity Gipson, RN, at 931-461-4856, or email chasity.m.gipson@vumc.org. The group meets every third Wednesday at noon. Lunch is provided.