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Patient Experience Program

Patients come first at CHA

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Share your voice with CHA!

CHA’s commitment to health equity, inclusion and improving the patient experience for all starts with listening to you! Become a patient advisor and share important feedback to help us make things better. Whether you join our eAdvisor team, a project focus group, or an ongoing committee, you can make a difference at CHA. 

Become a Patient Advisor Today!

What is a patient advisor?

Patient advisors share ideas and input based on their own personal experiences. These experiences, needs and concerns are taken seriously, passed on to CHA leadership and help CHA make changes to improve the patient experience at CHA. 

When choosing our patient advisors, we look for volunteers who received care at CHA within the last two years. Patient advisors should be able to think beyond their own experiences and be culturally sensitive. We look for people who can see the bigger picture and support CHA's misson -- to improve the health of our patients and communities. Patient advisors should listen and respect other points of view while having a great sense of humor!

  • eAdvisors

    Our eAdvisors share feedback by filling out short online surveys. These surveys may focus on patient care experiences, new services and improvement ideas, and better ways to partner with patients. 

    Time commitment: About 1-2 requests a month

    Advisors are asked to: 

    • When available, respond quickly and thoughtfully to requests for feedback on surveys or other materials and communications

    • Have access to email and reliable internet

  • Project Focus Group

    Joining a project focus group is a one time commitment, helping CHA learn more about one specific issue. This group will have a specific start and end date based on the scope of the project. 

    Time commitment: May vary depending on the project. 

  • Patient Advisor Committees

    Joining a Patient Advisor Committee is a long term commitment as an ongoing advisor.  There are many opportunities to be on committees that focus on patient safety, patient experience of care, patient access to care.  If you have an area of interest you would like to be involved in, please highlight that in your application and we will consider any committee's that may be a good fit.  Here is an example of a committee advisor participation on the Patient and Family Advisory Council (PFAC).

    Patient Family Advisory Council (PFAC)

    PFAC members are a diverse group of CHA patients who represent the communities we serve – Cambridge, Somerville, Chelsea, Everett, Medford, Malden, Revere and Winthrop. They are committed volunteers, family members and CHA employees. We currently have 24 members, 58% who are CHA patients. PFAC members have positively impacted patient satisfaction and improved CHA’s patient experience.

    Time commitment: Meets on the third Thursday of every month from 5:00 to 6:30 pm. 

    Requirements:

    • Participate in 85% of the meetings.
    • Have access to email and reliable internet.

Why I Joined PFAC: "This is a group that gets things done. Recently, the PFAC has come up with improved signage and wayfinding at CHA Somerville Campus to help people get to where they are going. Another project we have been working on is providing peaceful spaces for people of all faiths to pray or meditate at each hospital."

- Cathy H.

What PFAC membership means to me: “I am impressed by the amount of progress we make each meeting.”

- Brian P.

What PFAC membership means to me: "It is so important for patients to play an active role in their own and their family’s care, and to have the opportunity to help guide the health care system in ways that support that role. CHA clearly values the input of patients, which makes serving on the PFAC rewarding and stimulating."

- Polly M.

Why I joined the patient safety committee: "As a retired healthcare administrator who is passionate about having the patient participate in their own healthcare experience, I thought being a part of the patient safety committee would be a great opportunity to advocate for the patients at CHA. "

- Polly M.

Contact us

Aideen Snell
CHA Director of Patient Experience

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