Patient and family advisory council enhances care at Methodist Hospital Hill Country

The Patient and Family Advisory Council (PFAC) at Methodist Hospital Hill Country makes a meaningful impact by bringing the patient and family voice to the heart of hospital operations. Recently, PFAC members identified a major communication challenge—frequent frustrations with the hospital’s switchboard system, where callers often reached someone who had no clear understanding of departments or staff within the hospital. By voicing this concern and collaborating closely with the hospital team, PFAC helped drive a major improvement: switchboard communications will soon be brought back in-house, ensuring more effective communication and service for every caller. This is just one example of how the PFAC has become a vital part of the commitment to patient-centered care.

This group brings together patients, family members, and hospital staff to collaborate on ways to improve the care experience. By sharing their personal stories and perspectives, PFAC members help ensure that the services provided are not only high-quality but also compassionate, thoughtful, and responsive to the needs of the community.

Originally established in 2015 by Hill Country Memorial, the PFAC took a break during the COVID-19 pandemic and was re-energized in 2023 under Methodist Hospital Hill Country. Today, the council meets monthly and includes six community members and three hospital team members. Together, they work to shape policies, procedures, programs, facility design, and even day-to-day interactions, with one goal in mind: to make each patient’s journey smoother than the last.

Each month one PFAC member is invited to attend hospital quality meetings and offer feedback on a wide range of issues—from café menu options and environmental noise to billing improvements and hygiene care. Their insights often reflect both personal experiences and feedback from the broader community.

Longtime member Linda White brings a deep sense of history and insight to the PFAC process.  A former Hill Country Memorial employee who retired in 1994 after 14 years of working as a radiology technician. Ms. White has been part of the PFAC for more than seven years. She describes her role as incredibly meaningful: “It is nice to hear from staff within the walls of the hospital and learn what they do,” she says. “Being part of this group allows us to make a real difference and it’s rewarding to know our work is helping shape the future of care in our community.”

Each month, a different leader joins the meeting to share updates, answer questions, and discuss growth or changes within their department. This open dialogue allows PFAC members to stay informed and offer feedback that is timely and relevant.

Holly Schmidt, Director of Patient Experience and PFAC Chair, has been with the organization for 44 years. She has served in her current role for the past nine years, and her leadership helps foster a culture of trust, collaboration, and continuous improvement. “The PFAC helps us understand what really matters to patients, families and the community,” Schmidt says. “It’s a reminder that healthcare isn’t just about medical treatment—it’s about the human experience. The feedback we receive helps guide us in delivering care and continuing our mission of Serving humanity to honor God.