CHCs Listen and Take Action

Community Health Centers (CHCs) focus on listening to the needs of their patients in more ways than one, employing both quantitative and qualitative methodologies of collecting patient experience information. CHCs are different than other safety-net clinics or the private industry because at least 51% of their board of directors (Board) consists of current CHC patients, and the remaining Board members are community members. A quantitative approach to identifying patients’ success and challenges is through the use of patient satisfaction surveys. To gather information in a qualitative manner, CHCs utilize patient advisory councils (PACS).

PACs function to understand the current needs and challenges of patients, to foster relationships between patients and CHC staff, and improve the health outcomes of Colorado CHC patients. Colorado Community Health Network (CCHN) received grant funding as part of the Advanced Clinical Transformation (ACT) initiative to create, implement, and facilitate PACs at select volunteer Colorado CHCs. PACs assist CHCs in understanding and gauging patient engagement, increasing staff knowledge of social determinants of health, and increasing patient activation. Four Colorado CHCs enlisted CCHN’s support to conduct PACs at their locations.

The ACT initiative allows patients to participate in four PACs on a quarterly basis. PACs are conducted in both Spanish and English and seek input from patients with diverse backgrounds. Group agreements are established to ensure patient commitment and respect, facilitating and a supportive environment in which patients can share information confidentially. CHC leadership uses the information gathered from PACs to address issues that have arisen as a result of these meetings. CHCs continually seek to improve the services they are providing to their patients and communities. As a result of the PACs, CHCs have done the following:

• Pharmacy Services: Added more staff to assist patients in navigating refills.
• Access: Continue to improve telephone system and scheduling process to ensure patients have access to appointments and medical staff.
• Front Desk: Improved communication between front desk staff and patients to more quickly and effectively address patient needs.
• Waiting Area: Addressed patient concerns about comfort of the waiting area to enhance patient experience.

CHC staff who work with the PACs are from varied disciplines within the CHC, and can include:: providers, nurses, nurse managers, case managers, quality staff, clinic managers, patient navigators, and dental hygienists. Are you interested in a mission-driven career that helps make a difference in patients’ lives? Check out the Mission Driven Careers Job Board or the CHAMPS Job Opportunities Bank for more information about how to join a team at a Colorado CHC. To learn more about Colorado’s CHCs and other the great work they are doing, visit CCHN’s website.

Mission Driven Careers Job Board – Current Job Openings at Colorado’s CHCs