Focus on the Experience of Care and Caring
Further Developing our ‘Culture of Kindness’
Ensuring patients and families are treated with kindness is a key focus of our commitment to Patient & Family-Centred Care. A new question, “My family and I were treated with kindness by employees, volunteers and physicians at Bluewater Health,” developed by our Patient Experience Partners as part of the National Research Corporation Canada (NRCC) surveys will help us understand how patients rate our culture of kindness. We are currently establishing a baseline in order to identify a target. In order to identify areas for improvement, trends from patient comments will be studied to determine if improvement is needed with staff, volunteers or physicians, independent of each other or collectively. The aim is that the culture of kindness here will be increasingly felt by patients and families over time.
Creating a kindness culture in the workplace reduces stress, fosters relationships, increases psychological wellness and health and leads to increased engagement, energy and resiliency at work. Evidence suggests that high engagement increases retention and recruitment, increases job satisfaction and lowers absenteeism. Research links high levels of employee engagement with increased patient satisfaction.
A new question on our 2016 Workplace Engagement survey measures ”Is a culture of kindness promoted at Bluewater Health?” In 2016, 61.9% of employees, 56.1% of Professional Staff and 80.1% of volunteers agreed or strongly agreed. The goal is to increase by 2% each year over five years for each team.