Terminology+
What does PAL stand for?
Patient Advisor Liaison
What is the second step of onboarding a new Patient Advisor?
Phone Screen
How long is the Welcome Workshop (PA Orientation)?
90 minutes
What HF hospitals have a PFAC?
Wyandotte, Macomb, Detroit, West Bloomfield, Jackson (Allegiance)
What is the CRM database called for PAs?
Insightly
What year was PERC founded?
2014 (will accept 2013)
What does FEM stand for? And what are the 4 categories?
Flexible Engagement Model
Health system advisor, research advisor, e-advisor, focus group advisor
What are the red flags that we look for on phone screens?
Negative comments, excessive complaining, focus on negative experience, not solution oriented
What is the activity that is practiced at the Welcome Workshop?
Storytelling
What are the 3 buildings that PFAC provided feedback on?
Macomb tower, Cancer building, destination grand
What Patient Advisor behavior are we now tracking in the CRM?
No shows (for one-time opportunities)
Who funded the original grant that established the program?
AHRQ
What is the PA Program newsletter called? And what platform is it developed in?
E-blast
Microsoft Sway
What is the #1 recruitment strategy for new Patient Advisors?
Press Ganey Survey (after visit survey)
Who facilitates the Welcome Workshop?
Leah and a Patient Advisor
How many PFACs and committees are currently active (range)?
25-35
What is the difference between a LEAD and a CONTACT in our CRM database?
LEAD= Patient Advisor Applicant
CONACT= Official Patient Advisor (completed orientation)
What was the most influential early PFAC?
ENT PFAC (Head & Neck Cancer)
Red Flag Advisors- Who are they and why do they get this title?
Reasons- inappropriate behavior/language, outside scope of PA role, excessive absences/no show
What are the required forms for new Patient Advisors?
Demographics, e-consent, photo release
What patient advisor characteristic do we emphasize during the orientation?
Empathy
What is our average engagement rate (percentage of PAs on placements)?
70%
What are 3 of the 5 contact statuses for PA?
Active, Inactive, Declined to Participate, Red flag, Terminated
Who was PERCs first physician champion?
Dr. Steven Chang (ENT)
Define an “Inactive Patient Advisor”
A Patient Advisor who has not left the program officially but is unresponsive to communication.
Advisors who step away from the program temporarily.
What is the document new Patient Advisors receive that does not require a signature/completion?
Code of Conduct
What does S.H.A.R.E stand for?
Solution-oriented, Helpful, Active listener, Respect, Effective communicator
What department supports the PFACs at the hospitals?
Care experience
What is the step before a Patient Advisor joins a placement?
Meet & Greet
What year was PERC’s first PCORI award?
2016 --PCORI engagement award called What's the SCOOP? Discovering Quality-of-Life Outcomes That Matter to Squamous Cell Carcinoma of the Oropharynx (SCOOP) Patients and Their Families.