One of the ways Campbell County Health involves patients, families and
caregivers to help improve the patient experience is through the
Patient and Family Advisory Council, or PFAC.
PFAC is a collaborative group of patients, families and caregivers serving
on a volunteer advisory board to provide perspective and feedback on issues
around care, safety, quality and service at CCH.
In addition to sharing information about their healthcare experiences,
- serve on CCH committees and discussion groups
- give input on healthcare policies, care practices and patient education materials
- conduct surveys, evaluate marketing materials and perform secret shopping.
“The Secret Shopping that the PFAC community members completed at the
Main Clinic provided so much valuable information for our staff," said Main Clinic
Operational Supervisor Melainie Buer. “They really embraced hearing
about the positives as well as the opportunities and it gave us a very
relevant platform to entice change where needed while also reinforcing
all that we are doing right! Their feedback was honest and invaluable!”
PFAC members are held to the same requirements as CCH employees, including
privacy, infection prevention and vaccination. PFAC meets monthly in Gillette,
Wyoming for 1.5-2 hours, and additional time may be required for some projects.
We are looking for new members to join PFAC and help improve our care and
services. Call the Patient Experience department at 307-688-1530 or download
and complete a volunteer application at
What is secret shopping?
Secret shopping provides direct patient feedback to a department or care
area by having someone ‘shop’ for services as if they were
a patient. Tasks like scheduling an appointment, talking with staff and
providers, and other common processes can all benefit from another point
of view to identify strengths and weaknesses. Information from secret
shopping is reviewed with the department to improve care and services.
Advisory boards connect CCH with the community to improve the quality of care for patients
and residents. All members are volunteers, and must complete the volunteer
application process prior to serving.
- Hospice Advisory Board
- The Legacy Advisory Board
- Patient and Family Advisory Council (PFAC)
- Wright Advisory Board
www.cchwyo.org/ab for specific information about each advisory board.