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JHAH Patient & Family Advisory Councils (PFAC)

Continuous excellence in medical care and improvement in patient and family experience cannot be achieved by healthcare providers in isolation. It requires patient and family involvement. JHAH staff members have established four Patient & Family Advisory Councils (PFACs) covering our facilities.

Patient & Family Advisory Councils will act as the vanguard to activate the partnership between patients and families and staff in creating a person-centered healthcare culture.

Dr. Daniele Rigamonti, JHAH CEO

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Membership Criteria

JHAH Patient & Family Advisory Councils – (PFAC) comprise patient and family representatives and JHAH staff that meet the following criteria:

  • 18 years or older
  • Interested in healthcare
  • Are a patient or have a family member who is a patient at JHAH


Interviews with the Chairs of JHAH’s PFAC

Discover what each of the PFAC Chairs have to say about JHAH's PFAC

Q: When did you establish your PFAC and what was the most challenging obstacle you overcame?
A: It was officially established in March 2018. It was challenging to get buy-in from patients that their voices and concerns would be heard and addressed.

Q: How many patients are a part of your PFAC and how were they selected?
A: There are 13 patients members, most were approached by our medical liaison rep and some were approached by the clinic staff.

Q: What are some successful examples of active partnershisp with the members of your PFAC?
A: Referral Services are being expedited. The outstanding referrals for Abqaiq have been reduced by 70% percent in the last month. We are currently working on a transport system to enable patients to attend specialty appointments in Al-Hasa for Ophthalmology, Cardiology, Orthopedics, Gastroenterology, Radiology and Occupational Therapy.

Q: When did you establish your PFAC and what was the most challenging obstacle you overcame?
A: The council started as the Al-Hasa Patient & Family Advisory Council in July 2018 and expanded in November 2018 to include three members to represent ‘Udhailiyah. The main challenge is to ensure full engagement from patients. We have been trying to optimize meeting times to suit our patient partners’ schedules.

Q: How many patients are a part of your PFAC and how were they selected?
A: We currently have eight members nominated by our Patient Relations Unit. We are in the process of adding another eight members, and we are taking consultation from the Saudi Aramco area management and community. As we are currently actively recruiting, anyone interested should contact Patient Relations.

Q: What are some successful examples of active partnershisp with the members of your PFAC?
A: We recently completed a patient satisfaction survey with pharmacy services; the results and analysis are finished and the patient suggestions and recommendations from the survey will be actioned. The survey idea was based on a suggestion by the Patient & Family Advisory Council Our Council has also recommended that we do more to optimize use of the Al-Hasa family resource center to enhance patient/family experience when visiting the facilities.

One of our council members also participated in a JHAH marketing event at the Saudi Aramco ITC to educate apprentices about the Al-Hasa Health Center facility and the benefits of registering to receive care with us. This was highly successful.

Q: When did you establish your PFAC and what was the most challenging obstacle you overcame?
A: Our first meeting was October 2018. Our most challenging obstacle so far was getting all the stakeholders together and doing the first meeting.

Q: How many patients are a part of your PFAC and how were they selected?
A: Ten patients/family members are involved. They were selected by suggestion or recommendations from other primary care doctors and then by interview.

Q: What are some successful examples of active partnershisp with the members of your PFAC?
A: The council members raised their concern with receiving late SMS reminders, for example at midnight. Primary Care collaborated with the Marketing & Communications Unit to issue a twitter poll on what time patients would prefer to receive appointment reminder texts. As a result, we changed the system so that they are sent from 7 to 8p.m.

Q: When did you establish your PFAC and what was the most challenging obstacle you overcame?
A: It was established in January in 2018, and the first meeting was in February. The biggest challenge thus far is having our patient members help come up with solutions not just vent their frustration. As time has gone on, the group has become more acquainted with each other and comfortable in expressing their opinions. They are also more interested in being part of and providing solutions to problems. This is really helping achieving trust and results.

Q: How many patients are a part of your PFAC and how were they selected?
A: We have 11 patient members currently. Staff membership extends to the same number, in reality we will have approximately just over half the number of patients attend at any one meeting.

Q: What are some successful examples of active partnershisp with the members of your PFAC?
A: Provision of vending machines in waiting areas in Ras Tanura was made possible through the logistical and process solutions, that came from a patient. Additionally, improving the confidentiality of patients by process changes suggested by our Council members.

I was born in the RT clinic, and I felt it is my social responsibility to help and point out shortfalls and good practices,” said Mohammad Al-Ghamdi, Shift Superintendent, Ju’aymah, and RT-PFAC member. “The day I got the invitation to serve on the advisory council, I was hesitant, but I decided to attend and see how good and honest the committee was. Truly speaking, I was touched.

Mohammad Al-Ghamdi, Shift Superintendent, Ju’aymah, and RT-PFAC member

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