Patient & Family Partner Program

About Us
The mission of the Emergency Department Patient & Family Advisory Council (PFAC) is to provide firsthand experience and insights and serve as the voice of patients, loved ones, and caregivers in organization-wide programs and standard work in the Emergency Department (ED). The PFAC works to improve the Stanford Health Care experience by emphasizing patient-centered care. 

Recent Accomplishments

Orchid Award
The Emergency Department Patient & Family Advisory Council presented the first Orchid Award recognizing staff members in the Adult Emergency Department who demonstrated outstanding work advocating for patients or caregivers. The award recognizes doctors, nurses, and any auxiliary staff who go beyond the already high level of medical care expected of them to help patients achieve better outcomes during their ED visit.

In creating the award, the PFAC debated whether it should be primarily in recognition of staff to improve patient care and reduce burnout, or to advertise what the PFAC represents. The conclusion was that it could serve both purposes, although the most pressing goal is to raise the bar of care patients and caregivers receive in the ED.

Emergency Department Patient & Family Advisory Council members select award recipients once a month from nominations submitted by patients and caregivers who have experienced or observed extraordinary advocacy during an ED visit.  With support from the Volunteer Resources mini-grant program, the PFAC had a certificate professionally designed and purchased gift cards to present each winner with a live orchid plant.

Other Accomplishments
The PFAC discussed potential research projects to be conducted in conjunction with Stanford University researchers and Stanford Health Care staff.  Emergency Department PFAC members have partnered with Dr. Stefanie Sebok-Syer on projects, which highlight the role of patients and caregivers in medical care: Bringing Patients Into the Equation: Leveraging Patient and Family Advisory Councils to Enhance Academic Emergency Medicine Education and Research, published in SAEM Pulse, January-February 2025.

Looking Ahead

Diversity, Equity, and Inclusion Programs
The PFAC will be conducting a survey of diversity, equity, and inclusion programs in operation that affect the Emergency Department and will explore developing tools to assess their value. Issues may include: 

• Supporting diverse points of view in leadership and decision-making positions within the department
• Community partnerships
• Anti-racism policies
• Patient feedback system to gather insight into how Stanford Health Care services are perceived

Using AI
The PFAC will also begin discussions to help patients and caregivers make more productive use of AI. Many patients will turn to AI tools such as ChatGPT to understand their medical issues. What kinds of questions should they be asking, or what pitfalls should be avoided?  

Emergency Department Crowding
To address crowding in the Emergency Department and guidelines that require caregivers to wait in the hospital’s main atrium, the PFAC will lead discussions that advocate for one caregiver per patient permitted in the ED waiting area.  The PFAC will assist with improving the patient and family experience by talking with caregivers to identify issues raised by the new configuration and offering their perspective.