Established in October 2010, Whittier’s Patient and Family Advisory Council advocates for patients and their families while promoting the philosophy of person-centered care. The PFAC at Whittier Rehabilitation Hospital-Westborough is composed of former patients, family members, community members, and hospital staff who meet to discuss ways to help improve the patient and family experience.
The quarterly meetings offer a forum for unique perspectives and input on issues that impact care, ensuring that the next patient or family member’s journey is easier. The collaboration is mutually beneficial – both for our hospital to receive and respond to consumer input, and for patients and families to gain a better understanding of the healthcare system and have their opinions listened to and valued. We are using their concerns or complaints to make improvements!
Our Mission:
- To meet the needs and priorities of patients and their families
- To address specific hospital policies and procedures
- To promote the value of patient and family-centered care in the hospital
- To act as advocates for patients and families
- To make recommendations to improve accessibility
The PFAC accomplished the following in 2024, all of which have significantly contributed to improving the patient and family experience:
- Members provided many suggestions and feedback on Whittier’s updated website. Many of their ideas are being developed and will roll out on the website by the end of 2025, or sooner.
- Members offered feedback on our new informational hospital video.
- Members created a list of local restaurants for patients and visitors requesting food delivery.
- Members continue to engage in active recruitment efforts for the PFAC among patients and their families.
The PFAC members met in March 2025 and discussed the following goals for this year:
- Members suggested adding a place on the website for family and friends’ responsibilities, and with information on how they can help.
- Members discussed the impact of outside appointments during their stay and the need for patients to understand that process.
- We are working on converting our paper-based experience survey to digital surveys that will be emailed to patients and families.
- We are using any feedback received by patients and families to make improvements on our overall operations.
Membership Qualifications:
Council members are chosen based on their affiliation with Whittier Rehabilitation Hospital-Westborough, and they must agree to:
- Maintain confidentiality
- Be respectful of the perspectives of others
- Share personal experiences in a constructive manner
- Work in a group setting
We are always interested in welcoming new members, and your input will make a significant difference. Join us in our mission to improve patient care!
If you’d like to join the PFAC or want more information, contact:
Whittier Rehabilitation Hospital-Westborough
Teresa Knox, Customer Service Coordinator
Phone: (508) 871-2155
Email: tknox@whittierhealth.com
Whittier Rehabilitation Hospital-Bradford also has a Patient and Family Advisory Council.
For more information, contact:
Karen Nelson, Customer Relations Coordinator
Phone: (978) 469-1421
Email: knelson1@whittierhealth.com
