At Penn Medicine Chester County Hospital, some of the most meaningful insights begin with the voices of patients and families. Their firsthand experiences help guide changes that make care compassionate, coordinated, and effective. That is where the Patient and Family Advisory Committee (PFAC) plays a vital role.

The PFAC at Chester County Hospital is a group of 15 former patients, former hospital staff, and community members who meet monthly with hospital representatives to offer real-world insight into how patient care is delivered and experienced across CCH and the Penn Medicine health system. The committee was established in 2017 to strengthen patient-centered care and elevate the voices of those served by the hospital.

Committee members bring the perspectives of patients and families into the conversations about how care is delivered. They collaborate closely with clinical and operational teams throughout the hospital, reviewing programs and initiatives through a patient-centered lens. As one member shared, PFAC and Chester County Hospital are “dedicated to excellence through active engagement with patients and their families.”

From Feedback to Change

Optimizing the patient experience starts with understanding it. Through collaboration and direct engagement with both staff and patients, the PFAC continues to help guide meaningful changes.

Earlier this year, the committee supported a project with nursing focused on improving patient discharge planning. The goal was to help patients feel informed and prepared before leaving the hospital. As part of the initiative, charge nurses connected with patients 24 to 48 hours before discharge to review what to expect next and answer questions in real time.

PFAC members supported the effort by following up with patients identified by charge nurses, making discharge calls to hear directly about patients’ experiences and how confident they felt about their care plan.

Another area where the committee made a real difference is patient care coordination. Members often talked about how hard it can be for patients, especially those with complex health needs, to move smoothly between different parts of the hospital. By sharing their own experiences, they helped the hospital better understand these challenges and find ways to improve.

Working closely with care teams, the committee supported an effort to improve communication and ensure care feels connected from start to finish. As a result, the hospital has more consistent ways of handling care transitions and provides clear, easy-to-understand information for patients.

The committee also partnered with the Maternal Child Health team to address postpartum complications among Hispanic patients at Chester County Hospital. PFAC advisors played a key role in elevating patient voices by collaborating on a cross-functional task force and conducting in-depth, bilingual interviews with postpartum patients at discharge and through follow-up calls.

Working alongside interpreters and clinical staff, PFAC members gathered firsthand insight into patients’ experiences, uncovering critical gaps in language access, understanding discharge instructions, and awareness of postpartum warning signs. This direct patient feedback became the foundation for meaningful improvements, including expanding interpreter services availability, enhancing Spanish-language education, and enhancing communication support.

By embedding PFAC into the process, the team strengthened trust with the Hispanic community and implemented patient-informed changes that led to a reduction of postpartum complication rates.

“The Patient and Family Advisory Committee here at Chester County Hospital is a dedicated group of community members committed to ensuring every patient has the best possible experience,” said Wendy Wellener, Director of Volunteer Services and co-chair of the PFAC. “They bring passion to their role, actively seeking answers and solutions to improve care, and it is a privilege to work alongside such a humble, talented, and engaged group of individuals who truly make a difference.”

The impact of the committee reaches beyond individual initiatives. By ensuring patient and family perspectives are part of everyday decision-making, PFAC helps create care that is responsive, compassionate, and aligned with Chester County Hospital’s values.

Get Involved with Chester County Hospital

Interested in volunteering and lending your voice? The PFAC is currently accepting applications and looks forward to welcoming new members this fall. Visit Volunteering at Chester County Hospital to learn more about opportunities that directly impact the healthcare of our community.

Founded in 1892 as the county’s first hospital, the nonprofit has grown into a 329-bed inpatient facility in West Chester. It also has outpatient services in Exton, West Goshen, New Garden, and Kennett Square. In 2013, Chester County Hospital became part of Penn Medicine, one of the world’s leading academic medical centers dedicated to medical education, biomedical research, and excellent patient care.