Is the patient experience about the food that is served in the rooms? The amount of time that a patient needs to wait? How about the way they are treated, or the way they perceive they are being treated? Patient experience is a complex term that sums up all of those areas and more.
To capture a full view of how well we're meeting the needs of our patients and families, we use a number of different ways to engage with them to create an environment that supports and exceptional patient experience.
Our organization has established targets for patient satisfaction which is captured through our survey question: “Would you recommend this hospital to family and friends” Initiatives are established corporately to ensure we are creating an optimum patient experience. How are we doing? You can see our most updated scores here.
Our team provides support and coaching to staff and physicians to highlight the importance of giving patients a positive experience every time.
This is the process of hearing feedback from patients and families, and how this is brought forward to clinical teams to improve the patient experience and provide follow-up and resolution for the patients and families.
Family Presence Policy
We have developed a patient-centred approach that supports longer visitor hours and a visitor at the patient’s bedside overnight in order for family members to be closer to their loved ones, and allow them to be more involved in their loved ones' care.
Emergency Department Representative:
This newly created role will act as an ambassador to provide comfort and assistance to patients and their families waiting for medical services.
Emergency Department Wait Times
Osler is currently working on a way to publicly post Emergency Department wait times so that patients and families are made aware of current wait times so they know what to expect.
Patient & Family Advisory Council
We have a patient & family advisory council to incorporate feedback based on their personal experience to influence how we deliver care.