The University of New Mexico Sandoval Regional Medical Center (SRMC), a campus of UNM Hospital, is establishing a Patient Family Advisory Committee (PFAC) to incorporate patient perspectives into its care improvement efforts. The initiative aims to gather feedback from patients and their families in order to enhance services for residents of Sandoval County.
“Our patients are at the center of everything we do,” said Meaghan Carey Eiland, SRMC’s Hospital Chief Executive. “We want to ensure their voices are heard and help guide us to make improvements. Who better to help shape improvements at our hospital, than the patients we care for?”
The PFAC model was first implemented at UNM Hospital’s Albuquerque campus in 2020. The committee includes patients, family members, and hospital staff who volunteer to collaborate on processes related to care quality and safety. This group reports directly to the UNM Board of Trustees.
Keith Laffler, PFAC Manager at UNM Hospital, is leading efforts to recruit members for the SRMC committee. “PFAC looks at any kind of process related to patient care, education or communication, quality and safety initiatives,” Laffler said. “It’s really important to be able to include that patient voice and perspective.”
With SRMC now integrated with UNM Hospital, its PFAC will focus on issues specific to the Rio Rancho community. “We know UNM Hospital is a little bit different from SRMC in terms of logistics and the community and population that we serve,” Laffler noted. “So, the goal is to form an SRMC PFAC that will really meet that hospital’s needs and tailor it to the overall mission and community in Sandoval County.”
Laffler emphasized the value of listening directly to patients: “There's a lot of research that shows when you ask patients to be part of their care journey, you see improvements in overall processes,” he said. “So, things like quality and safety improve, patient survey scores go up, and the patient experience is improved. By asking patients for input, we're really taking time to build that accountability and trust with the community that we care for, and that means a lot.”
Individuals who have participated in PFACs describe positive experiences: “For anyone considering joining PFAC, I would say absolutely do it and take every opportunity they give you to do something. There’s always going to be somebody in the hospital, somebody who needs help. For those of us who have something to share, I believe it’s our job in some way to share that, to help others.” Another member added: “After joining PFAC, I was able to have a better idea of UNM Hospital’s systems and how to help improve how patients with hearing loss were being treated. It has been a beneficial experience for me.”
Previous feedback from PFAC members has led hospitals within UNM Health Sciences Center system—including UNM Hospital—to implement changes such as clearer signage for deaf or hard-of-hearing visitors after learning about challenges with call buttons at entrances.
“If you are a deaf or hard of hearing person coming to visit a loved one, what happens when you press that call button at the entrance? You won’t hear anything,” Laffler explained. “Hearing that perspective from our patients, as well as working with leadership and multiple departments in our organization, we were able to create signage that's posted outside those entrances that gives clear directions.”
In addition, insights from individuals with intensive care unit (ICU) experience contributed toward developing resources like the Family Bundle of Care packet at UNM Hospital—a tool designed for smoother transitions after ICU stays.
To join SRMC's new committee, applicants must be willing share their experiences constructively during monthly meetings—either virtually or in person—and commit for three years.
“You'd need to be willing to share your experiences in a group setting, whether they're good or bad...with the intent to educate and look for solutions,” Laffler said. “Be constructive and collaborative...because you will be representing patients and families just like you who come to SRMC for care.”
SRMC will hold two information sessions called "patient gratitude events" where interested parties can learn more about joining PFAC while receiving complimentary coffee:
- Tuesday November 4th from 9–11am at SRMC Main Lobby (3200 Broadmoor Blvd NE)
- Thursday November 6th from 9–11am at UNM Center of Excellence for Orthopaedic Surgery & Rehabilitation (3200 Broadmoor Blvd NE)
Those interested can apply online; further details are available through these upcoming events.
