An NEBH Patient’s Voice in Action: Linda’s Story

How a “Baptist Frequent Flyer” Became a PFAC Advocate

Linda Percy knows New England Baptist Hospital very well. She's a longtime Mission Hill resident who has undergone two knee replacements, an ankle fusion, and spinal surgery — experiences that led her to jokingly refer to herself as a "Baptist frequent flyer."

Linda has had many interactions with NEBH employees, both through her work with several Mission Hill community organizations and during her own time as a patient.

"I was stopped in the hallway one day and asked if I had ever thought about joining the Patient & Family Advisory Council. I didn’t know what it was, but it sounded like something I could contribute to both as a neighborhood member, which they were looking for, and as a frequent flyer"

The Patient & Family Advisory Council (PFAC) at New England Baptist Hospital includes a diverse group of patients, family members, community representatives, and NEBH employees. Together, the council works to incorporate the perspective of patients and their families to improve the quality, safety, and overall experience of care.

Years later, Linda is happy she decided to join.

"I find it fascinating. It's a dedicated group of people that really care about the patients and their experience. I like the fact that NEBH is constantly looking for new patients and family members to get fresh experiences to talk about and evaluate. NEBH really listens to the PFAC."

Linda's advice for those thinking of joining the PFAC: "You get a lot out of it, and it's a great learning experience. You are also, I really believe, making a difference and finding ways of making each patient's hospital stay a better experience."