At Alameda Health System (AHS), the most important voice in health care is the patient’s. Through the Patient and Family Advisory Council (PFAC), patients and families partner with leaders and care teams to ensure care is shaped by real experiences, real needs and the communities AHS serves every day.
“We’re here for the patients, especially those who are often overlooked, underrepresented and marginalized,” said Noel Belton, manager, patient and community partnerships, patient experience. “PFAC creates the trust needed for patients to co-design solutions with leaders, not just provide feedback after decisions are made.”
Launched in 2024, PFAC brings together patients, family members and caregivers to help leaders improve care across the system. The council currently includes eleven advisors, with a twelfth joining soon, who shape strategic roadmaps and collaborate with staff to strengthen patient-centered practices.
The council’s reputation and proven ability to embed the patient perspective have led more leaders to partner with PFAC. In addition to council-wide initiatives, individual members have been invited to join existing committees, such as the Ethics Committee, ensuring patient insight is woven into decisions that directly impact care delivery.
PFAC member Shelley Gonzalez has served on the Hand Hygiene and Patient Safety Oversight project, helping shape how safety expectations are communicated and reinforced at the bedside. “One PFAC discussion that stayed with me was how asking a doctor or nurse if they had washed their hands can feel intimidating for patients, even when safety is at stake,” she shared. “Seeing hand hygiene signs up in our facilities showed me our input was taken seriously. It’s powerful to see our feedback turn into safer, better care for patients.”
In addition to her work on hand hygiene, Gonzalez contributed to the Ambient AI Notetaking in Clinical Settings project, where PFAC helped shape how new technology is introduced to patients. Member feedback helped clarify expectations, strengthen consent and create space for questions or opting out, reinforcing trust and patient comfort.
“Patient experience and co-design are foundational to successful health care technology implementation,” said Sarah Rahman, MD, internal medicine. “Through our IS partnership with PFAC, the patient voice shapes innovations such as AI scribe and MyChart expansion, ensuring these tools meet real patient needs. Grounding technology in patient perspectives turns hesitation into confidence and empowers patients to engage fully in their care.”
Building on these innovations, PFAC’s impact reaches across the system because of its structure and the relationships it fosters. As Belton notes, “After our co-designing sessions, members provide written feedback that guides strategic initiatives. What makes PFAC truly effective, however, is the trust built when patients, families and staff engage in open, honest dialogue across the system.”
That trust turns conversation into action and insight into meaningful improvement across the system. “PFAC helps us move from assumptions to insight,” said Angela Ng, MD, director of care experience. “By partnering with patients and families early, we design care processes that are more inclusive, more effective and better aligned with what patients actually need.”
If you are a patient or family member interested in joining the PFAC, or a staff member seeking meaningful patient partnership on a project or initiative, visit the PFAC website to learn more.