Improving patient experience is a top priority at Rush Copley Medical Center. In working toward that goal, Rush Copley leaders seek input from patients and community members. They rely on feedback from the Patient and Family Advisory Council, a committee created to strengthen collaboration between patients and their family members and the health care team.
Composed of patients, family, community members and hospital staff, the council ensures that the voices of patients and families are represented.
Creating better experiences for patients
“The council is a great opportunity to engage the community and to learn what’s working and what’s not,” says Abby Hornbogen, DNP, MBA, vice president of patient care and chief nursing officer at Rush Copley. “We shouldn’t assume we know what the patient wants unless we’re sitting in that bed.”
Members of the council meet once a month to provide feedback about process improvements and other issues presented by staff. They see their contributions making a difference. One of their recommendations — adding a hearing or seeing icon to MyChart to alert medical staff that a patient needs a support person for one of these reasons — is now used at all three Rush hospitals. Members also provided input last year when the hospital was applying to renew their Magnet status, sharing their real-life experiences in the hospital.
Hornbogen acknowledged the power of the group, citing their contributions to revamping the hospital’s patient guide and their feedback on updates to the Rush app to make it more user-friendly. “This group does not hold back,” she says.
Involving the community
Rush Copley is a leader in getting community members involved and listening to what they have to say, says community member Dawn D’Orazio, who serves as co-chair of the council. Not all hospitals have patient and family advisory councils, she notes, but those that do earn better patient satisfaction scores. She is proud of the diversity of Rush Copley’s council, with members from different geographic, ethnic and socioeconomic groups. “Their voices need to be heard,” she says.
Council members love hearing that their input is creating better experiences for patients. Most are former patients who enjoy volunteering in this capacity.
“We can give feedback and it’s appreciated,” says council member Elaine Block. “We are all big fans of Copley. We’ve been happy here and now we want to make a difference for other community members.”
Deborah Lints, who became aware of the council when she read about it in Rush Copley’s community newsletter, says, “It was something I felt called to do.”
D’Orazio had a strong desire to make the medical experience as easy as possible for patients and their family members. Because she and her family members have been patients, she has learned about advocating for herself and her family and is glad to have the opportunity to expand that advocacy to the whole community.
Chauncey Moore was a patient on a unit when he expressed a desire to give back. Nurse Tammy Allen, MSN, RN, director of Medical Surgical Services and co-chair of the council, invited him to join the group.
“I wanted to help others when they helped me so much,” Moore says.
Gaining and sharing insights
In addition to giving their feedback on process improvements, committee members gain insight into hospital operations and share what they learn with the community.
“We’ve learned why they can’t do certain things,” says Kathy Tollaksen, a member since the council’s inception in 2017.
“We tell others why they should come to Rush Copley,” D’Orazio says.
“It’s fascinating to be part of the committee,” says member Mark Sharrard. “I appreciate how much the facility and staff care. Rush Copley is one of the best places for care.”
As staff are grateful for the people who serve on the council, the 13 council members appreciate the engagement of the staff. Eight members of the council are Rush Copley employees.
“To have their voices in the room feels like our voices do matter,” D’Orazio says. “It shows how important we are to Rush Copley and the culture here. They engage with us on all levels.”
“We feel appreciated,” says Peggy Brown, one of the council’s original members.
“I love, love this team,” Moore says. “They’ve been family to me, my brother, my daughter, my son and back to me again. If it wasn’t for them, we wouldn’t be here.”
Are you interested in serving on the Patient and Family Advisory Council? To apply, please complete the application.
