What does it mean to be the safest place for our patients and employees? The Executive PFAC collaborated with leaders to help answer that question while exploring the future state of behavioral health and workplace violence prevention.
Council members encouraged leaders to be transparent about the struggle to manage the increasing demand and that the organization needs to continue engaging other community resources. They reiterated meeting a patient where they are and showing you’re listening first is what’s most important in a vulnerable moment.
Council members provided integral feedback on the following initiatives now underway:
Provide behavioral health services to our emergency services patients, continuing care patients and our inpatients by offering psychiatric liaison services.
Professionally, I work in customer relationship management. I see firsthand how different businesses prioritize their customers. As an advisor, I’m consistently impressed with Spectrum Health’s commitment to hearing the voice of their customers. I’ve seen firsthand the council speak and Spectrum Health listens. It’s not like this everywhere. Together, we can be very proud of this close, productive relationship.
I was recently contacted by a husband with three children; “My wife is dying, has one month to live, our insurance can’t go any further, we have no hope and we are not ready for her to die; can you help?” I reached out to PFAC Leadership and Healthier Communities quickly championed the cause & this wife and mother lived another 18 months. The family was able to gracefully embrace the eventual loss.
As a pastor, advocacy is an important part of my work. In view of disparities in health care it was an opportunity, responsibility & passion to get involved with West Michigan’s largest health care provider.
I’m most proud that Spectrum Health values the input of community people who serve on its various Patient and Family Advisory Councils. The commitment to customer care and service has been a motivating factor for involvement. The fact that our ideas count and are implemented is extremely important and gratifying.