Creating Advisory Roles for Consumers
There are countless ways in which older individuals and families can serve as advisors to policy makers, program planners, and service providers. Some are formal and ongoing, others are informal and time limited. At times, it may be important to seek patient and family input on one specific issue. Each of these approaches is helpful and necessary to ensure that services are truly meeting consumer needs.
General Consumer Input
- Create a consumer advisory council.
- Solicit the participation of older people and families in community and program needs assessments.
- Invite older people and family caregivers to participate in a task force to create the mission statement and philosophy/core beliefs for the facility.
- Create regular opportunities for consumers to talk with department heads or the senior management team.
- Invite several patients and families to participate in informal discussions at monthly staff coffee hours.
- Ask consumers to accompany staff when they meet with funding organizations or community groups.
- Ask consumers to serve on committees preparing for accreditation surveys and include them in the accreditation site visit.
Facility Design Planning
- Appoint consumers to task forces and committees involved in planning new construction or renovation.
- Include consumers on site visit teams to other facilities and programs.
- Invite members of the community, including older people, to examine and comment on plans or models of facilities prior to construction.
- Build and furnish a prototype room and ask elders and family caregivers for comments about function and comfort.
Program Development and Quality Improvement
- Appoint patients and families to task forces and workgroups related to hospital admitting procedures, discharge planning, and other specific issues.
- Appoint consumers to committees and work groups involved in creating or evaluating care polices.
- Appoint consumers to workgroups involved in quality improvement endeavors.
- Request patient and family assistance in developing a consumer satisfaction survey.
- Conduct follow-up phone calls with patients and families after hospital discharge or clinic visits.
- Keep a suggestion book in waiting rooms and lounges, so elders and families can record their ideas.
Consumer Information and Education
- Include consumers on task forces and committees to design and evaluate consumer information and education materials and programs.
- Invite patients and families to assist in translating patient information materials.
Peer Support
- Create volunteer or paid peer mentor or family liaison positions.
- Invite patients and family caregivers to lead or co-lead mutual support groups.
Staff Development and Professional Education
- Create a consumer faculty program for teaching students, trainees, and staff.
- Invite patients and families to present at staff orientation and inservice programs.
- Invite consumers and families to present at professional educational programs.
- Ask individual patients or families to host a dinner for a professional-in-training.