Strengthen Patient and Family-Centred Care
Focusing on the Patient Experience
As a Best Practice Spotlight Organization through the Registered Nurses’ Association of Ontario, we have implemented three Best Practice Guidelines related to the patient experience: 1) Person and Family-Centred Care, 2) Supporting and Strengthening Families through Expected and Unexpected Life Events and 3) Establishing Therapeutic Relationships.
Random, anonymous Patient Experience surveys measure patients’ perception of care. In April 2016, a new question was added to the National Research Corporation Canada (NRCC) survey to help us understand how patients rate the entire experience of care by asking them to rate their experience using a scale from zero to 10 from “I had a very poor experience” to “I had a very good experience.”
A target will be defined once we have identified a baseline measurement from our initial results. Responses to this question will reflect how well our hospitals are achieving our Mission: We create exemplary healthcare experiences with patients and families every time.
We also learn about the patient experience through Patient Experience Partners. They have experienced care first-hand, and their perspective has the power to shape the experience of future patients and families. We have created the Patient Experience Council, whose members bring the patient experience perspective to committees, quality improvement initiatives, Board of Director Committee meetings and working groups.
To learn more about or apply to become a Patient Experience Partner, please call the Patient Experience Council office at 519-464-4400 Ext. 8375 or email PEP@bluewaterhealth.ca.