January 13, 2014

Members of the TriHealth Patient-Family Advisory Council (PFAC), formed in April 2013 to provide a forum for conversation and input from our patients and their families, toured both hospitals and completed a survey to determine what needs improvement.

The results helped determine three main priorities for action:

• Signage
• Outdated furnishings
• Unwelcoming environment

Groups already have started to address these priorities. For example, two initiatives have begun to improve our hospital environment and make it more welcoming.

Two programs have been initiated: Acknowledge, Introduce, Duration, Explanation and Thank you (AIDET) and the Meet and Greet within 15 Feet, and plans are to roll them out to our entire system.

AIDET will be used for every patient encounter by all health care workers to better communicate with patients and provide an atmosphere of professional caring.

Meet and Greet within 15 Feet is a way to demonstrate our culture of caring for people first. Greeting visitors and team members as you travel between departments is a simple way to show you appreciate patients for using our services and acknowledge team members as part of the TriHealth team.

Please continue to consider the patient's point of view - the "Patient Experience" - when interacting with patients and their families.

Our Patient-Family Advisory Council is made up of former patients, family members of patients, staff members and executive leaders. The group meets on a monthly basis and information shared by the council is taken back to appropriate team members and committees for action throughout TriHealth.