How do we make sure hospitals are truly listening to the people they serve?

In this episode, I am joined by Jill Adolphe from Planetree to talk to Barbara Lewis, a powerhouse advocate for the patient voice and founder of Healthcare PX. What started as a personal tragedy for Barbara became a mission to elevate how hospitals engage with patients and families through PFACs (Patient and Family Advisory Councils).

We discuss why PFACs too often become symbolic and how, with the right metrics and leadership support, they can become engines of real change. Barbara shares what the best-performing councils do differently, why measurement is everything, and how hospitals like Kaiser Permanente have set a gold standard.

We also talk about the future of PFACs and why they must evolve alongside digital health, AI, and new care models. It’s a ...