At UMC, we are working to ensure we meet the needs, and wants, of our patients when and where they need it. Strategies including digital innovation, personalized experience and comprehensive care delivery create a lifelong partnership between UMC Health System and consumers.
One of the many ways we accomplish this is through our Patient Advisory Council, where we meet with patients and families to discuss their experiences first-hand. These events allow us to personally connect with consumers and discuss items such as: access, bill payment, online/digital presence, services provided to the community and upcoming system changes.
In 2019 alone, the Patient Advisory Council weighed in on:
- Valet Services offered to the community
- UMC’s Vision statement
- Online Physician Directories with bios, contact info, experience reviews, etc.
- Mobile communication apps that provide status updates to patient families throughout surgery
- Mobile App development (i.e. UMC Pregnancy & UMC Mobile)
“The Patient Advisory Council is a wonderful platform for us to hear the voice of the consumer,” said Aaron Davis, Chief Experience Officer. “It’s an open forum where people can be transparent and honest partners in care. The feedback we’ve collected over the years has been invaluable to our system. When it comes to healthcare consumerism, there is nothing more eye opening than to sit across the table from someone who visits your organization regularly, and cares enough to share their experience.”
When members of the Patient Advisory Council were asked what they like most about it, one stated: “That someone is actually listening. This hospital is concerned about what I think about my experience as a patient.”
We look forward to future Patient Advisory Council meetings, as we enhance our Consumerism strategy throughout the health system.