WINSTON-SALEM, N.C. ― Novant Health is encouraging patients and their families to have their voices heard by becoming a Community Voice advisor. Community Voice is Novant Health’s patient and family advisory council (PFAC) and electronic patient and family advisory council (ePFAC) made up of patients, their loved ones and Novant Health team members, all working together to improve the patient experience.
“At Novant Health, we constantly look at ways to improve patient and consumer experiences throughout the health care journey,” said Stephanie Landry, senior director, digital health and engagement for Novant Health. “Community Voice focuses on engaging patients and their families in a wide variety of topics to ensure their unique voice are heard in decisions. We also know a big part of engaging our consumers is closing the feedback loop to let them know how their input was used to enhance different elements within health care.”
Community Voice advisors attend in-person meetings while e-advisors participate online via surveys. The in-person councils meet every other month at one of Novant Health’s medical centers and e-advisors respond to electronic surveys a couple of times a month to share their voices. The feedback from advisors and e-advisors is shared with leaders across Novant Health and used to improve the healthcare experience.
“Engaging our patients and their loved ones in the work we do is critical in order for us to grow and improve,” said Melissa Parker, vice president and patient advocacy officer for Novant Health. “We are exploring ways to partner with our advisors more deeply by having them tell their patient stories, review patient-facing materials, serve on committees and round with our clinical leaders. We also are launching advisory councils that focus on a particular health issue, such as behavioral health and bariatrics.”
In 2018, Community Voice had seven in-person councils with a total of 113 advisors and 4,188 e-advisors. The councils focused on patient experience, patient education, facility and clinic planning, technology, operations and quality and safety.
With the guidance and assistance from Community Voice, Novant Health:
- Improved the patient room aesthetics at Novant Health Rowan Medical Center
- Reviewed and enhanced food services at Novant Health Thomasville Medical Center
- Evaluated the waiting room experience and follow-up processes
- Added free Wi-Fi access throughout clinics’ waiting and exam rooms
- Reviewed the referral appointment scheduling process
- Updated patient whiteboards located in hospital rooms
For more information on Community Voice and how to join, visit NovantHealth.org/communityvoice. View the Community Voice annual report here.
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