When a child receives care in a hospital or clinic, the experience extends beyond the medical care provided. Families notice the little things. They experience firsthand what helps them feel informed, supported, and included.
They see opportunities that may not be as visible to those providing care.
At NewYork-Presbyterian Queens, the Pediatric Patient and Family Advisory Council (PFAC) brings that perspective to life.
The Pediatric PFAC is a diverse group of parent and caregiver volunteers who partner with hospital staff, nurses, physicians, and leadership to support family-centered care. Family Advisors draw from their own lived experiences to provide insight into areas including policies, programs, patient-facing materials, facility design, and care processes.
Taking the Family Voice to the Bedside
One of the ways Pediatric PFAC members are making a difference is through Experience Rounds. During Experience Rounds, PFAC volunteers join members of Patient Experience at the bedside to connect with patients and caregivers, hear about their experiences, identify needs, offer comfort items (like cozy socks or hand lotion), and help facilitate communication with the care team.
Since Experience Rounds began in April, members have conducted 19 sessions and completed 118 encounters with patients or caregivers. These conversations help our team learn about the hospital experience directly from the people living it. Families share their observations about overnight comfort, caregiver resources, food options, and information that could make navigating a hospital stay easier in trying times. In one recent conversation, a caregiver shared an experience involving a patient's splint during an MRI. The concern was brought forward for review, illustrating how listening to one family's experience can identify an opportunity to look more closely at care for future patients.
Sometimes the insights are much simpler. During another Experience Round, a parent staying overnight with a child shared that the light on the side of the hospital bed made it difficult to sleep. The team was able to provide an eye mask for the remainder of the child’s stay, while gaining insight into the caregiver experience that might have otherwise gone unnoticed.
That is the value of the family voice.
More Than Sharing Feedback
Pediatric PFAC members are not simply asked what they think; they have opportunities to contribute ideas, connect directly with families, and help identify ways to strengthen the patient and family experience.
At the council's September meeting, members discussed continuing Experience Rounds during the 2026-2027 term as well as implementing ideas under development such as a book and reading program, a parent support group, and opportunities to bring the family perspective into quality improvement work.
As one Family Advisor reflected, there is something unique about connecting parent-to-parent, spending time with children, and finding additional ways to support their families. That lived experience is something only patients and families can bring.
Could Your Experience Help Another Family?
If you are a parent or caregiver of a child who has received care at NewYork-Presbyterian Queens, your experiences and perspective could help shape the future of patient and family care. Our Pediatric PFAC welcomes caregivers interested in partnering with the hospital and sharing their perspectives as Family Advisors.
Joining PFAC is a meaningful opportunity to take what you have learned through your own family's healthcare journey and use it to help make the experience better for the families who come after you.
Your experience matters. Your perspective matters. And your voice will help make a difference.
To learn more or apply to become a Pediatric PFAC volunteer, visit the NYP PFAC application page at NYP PFAC Application or contact Q-PFAC@nyp.org.