Ambulatory Care Center
One of the key components of Ambulatory Care Center’s PCC journey has been the establishment of a Patient and Family Advisory Council (PFAC), comprising of patients, family members, and staff representatives who play a vital role in various aspects of care delivery and facilitating continuous improvement initiatives at the facility. Through the PFAC Walk Round at Ambulatory Care Center, valuable feedback from patients and families are gathered to enhance the quality of care and services. With the Almumayaz Award, PFAC members can select and award ACC staff members who have demonstrated exceptional performance and exceeded expectations.
Enaya and Daam Specialized Care Center
PFAC members are deeply involved in enhancing the patient and family experience at Enaya and Daam Specialized Care Center, ensuring care that is compassionate, respectful, and tailored to their needs. Enaya, in collaboration with PFAC, has organized various activities for patients and their families, promoting a sense of community and inclusivity through the PFAC Awareness Campaign, which features the measurable elements for each PCC driver and their co-development with PFAC members. Recognizing the therapeutic benefits of art in healthcare settings, Communicable Disease Center, in collaboration with the PFAC members, introduced the Therapeutic Art Sessions to provide psychological and emotional support to the patients.
Home Health Care Services
Home Health Care Services works together with their PFAC members in recruiting new members by developing specific interview questions to identify the candidates who possess a set of PCC qualities, such as communication, empathy, and cultural sensitivity. The PFAC members play a pivotal role in integrating patient and family perspectives into hospital administration decision-making processes, thereby influencing service enhancements.
Private Nursing Services
To foster meaningful nurse-patient-family relationships at Private Nursing Services, selected Patient and Family Advisors have been trained to serve as facilitators, speakers, and moderators for the Arabic session of Compassionate Human Interactions (CHI) Training. The CHI Arabic program, co-designed with the PFAC members, utilizes diverse learning strategies and addresses cultural diversity to nurture mutual respect among patients, family members, and nurses. Actively engaging patients and their families in decision-making ensures that healthcare services are tailored to meet their needs and expectations more effectively. The first Annual Report, co-developed with the PFAC members, reflects the insights of the PFAC and highlights the positive impact of their collaboration on improving care quality at Private Nursing Services.
Hamad General Hospital’s Emergency Department
To ensure that PCC is central to Hamad General Hospital’s Emergency Department, a governance structure has been established, including the PCC Steering Committee and the PFAC. The role of PFAC members significantly impacted the launching of PCC within the department by giving patients and caregivers a voice in Emergency Department operations, fostering empathy and understanding among healthcare staff, providing direct feedback for collaborative improvements, and building community trust and enhancing the overall care experience. Both the PCC Steering Committee and PFAC have shaped workplace culture and humanized care by prioritizing patient needs and experiences to foster a PCC culture, creating a collaborative and supportive environment among staff, patients, and caregivers, enhancing transparency and trust in care decisions, and providing holistic care that addresses patients’ physical, emotional, and social needs.
Women’s Wellness and Research Center
Demonstrating a broader commitment to person-centered healthcare, Women’s Wellness and Research Center successfully hosted PCC Awareness Campaigns featuring interactive booths, art corners, and workshops. Various hospital departments collaborated with PFAC members to organize the campaigns and serve as a platform to introduce the PCC best practices implemented in the hospital. By actively involving patients and staff in their healthcare journey, Women’s Wellness and Research Center fosters a more compassionate and person-centered healthcare system, setting a standard for organizations to prioritize the holistic wellbeing of both patients and caregivers.
