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Patient Experience Case Study - BJC
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Case Studies provide real stories of current efforts, including programs being initiated, practices being implemented, and outcomes being targeted and/or achieved. Case studies are presented as both an opportunity for learning from others as well as a spark for further ideas on how we work to improve the patient experience. If you have a case study to share please contact us.

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BJC HealthCare

Creating a Patient and Family Advisory Council

What was the challenge, opportunity or issue faced?

An opportunity existed to partner with our patients and families so that their point of view, perspectives and experience were not only heard but integrated into the care they received. Although we obtained feedback via a patient satisfaction survey this did not provide real-time, ongoing feedback and was only a high level tool for identifying areas of improvement. In addition to current methods of acquiring patient feedback, what could BJC do that promoted the role of the patient in the delivery of care? BJC hospitals recognized a need to bring groups of patients, families, care givers and leaders together to transform the patient journey.

What did you do to address it?

BJC piloted a Patient and Family Advisory Council (PFAC) at one community hospital cancer center. Following the success of this pilot, a standardized methodology for creating and sustaining PFACs was developed and rolled out to other BJC hospitals and cancer centers. PFAC coordinators at each facility utilize a tool kit developed by an internal BJC consultant team to support the use of the standardized methodology. Today the majority of hospitals in the BJC system have at least one Patient and Family Advisory Council.Patient and family advisory councils.

What outcomes were achieved?

Many accomplishments have been achieved by the BJC hospital PFACs. A sampling of these accomplishments include:


  • Review of the patient care journey defining positive aspects and areas for improvement.
  • Membership on hospital committees (Patient Safety Review, Fall Team, Unit Practice Councils).
  • Participation in Certificate of Need request with the State of Missouri for the expansion of a cancer center.
  • Rounding on current patients to stay apprised of their needs and concerns.
  • Initiation of peer to peer program to provide support to newly diagnosed cancer patients.

About BJC HealthCare

BJC HealthCare is one of the largest not for profit healthcare organizations in mid-Missouri. BJC was formed in 1993 and includes 2 academic hospitals, 10 community hospitals and multiple community health locations in urban, suburban and rural areas of St. Louis, southern Illinois, and mid-Missouri. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice. BJC cared for 150,000 hospital admissions in 2010 and is one of the largest employers in the St. Louis area.

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