The UF Health Jacksonville Patient and Family Partnership Council for Quality and Safety was formed in 2017 with a mission to represent patients, families and staff by engaging with UF Health Jacksonville leaders. The council’s goals include providing insight into care experiences, identifying opportunities to improve services, brainstorming potential patient-centered solutions and integrating the voice of patients and families into the daily work of professional caregivers.
The council provides valuable insight to various hospital committees that solicit their input, and council members participate in projects to improve quality, safety and the patient experience. As of June 2022, there are seven employee members and seven patient/family members who volunteer their time to the council.
An ongoing project is to improve first impressions and wayfinding, which aligns with the goal of improving the patient experience. As part of the project, the council enlisted the help of participants who were unfamiliar with UF Health Jacksonville’s downtown campus. The participants were asked to find five outpatient locations in the Pavilion building by using the appointment information typically given to patients.
During the exercise, the participants and council members recorded their observations with a checklist the council developed. Using this feedback, the council determined the top recommendations and shared the results with executive and departmental leadership. Some of these recommendations included improving signage and enhancing the instructions given to patients in appointment letters and/or verbally over the phone.
Since this initial exercise in the Pavilion, the council has conducted other wayfinding improvement projects at other UF Health locations in Jacksonville and on the downtown campus. The information gathered has provided valuable insight into the patient point of view, and has led to actions being taken to improve wayfinding and first impressions throughout the organization.