Patient Experience highlights UHN’s commitment to being compassionate, collaborative and responsive to individual patient needs and preferences. Over the past year, we have merged several programs into the Patient Experience portfolio to create opportunities for enhanced collaboration. These programs include Patient and Family Education, myUHN Patient Portal, Patient Partnerships, Patient Relations, Interpretation and Translation Services and Bioethics. These teams are now set-up to work closely together to support UHN’s primary value: the needs of patients come first.
The Patient Experience portfolio’s primary purpose is to provide leadership to UHN service providers to enable them to partner more closely with patients and family caregivers. At the decision-making level of the organization, we are partnering closely with patients and family caregivers to ensure we are always providing high-quality, safe care experiences. At the point-of-care, this requires all UHN employees to be developing respectful partnerships by using plain language, encouraging self-management and communicating clearly and openly in every encounter.
The Patient Experience Roadmap
2016 to 2018:
The Patient Experience Roadmap responds to the Accreditation Canada patient-centred care standards, as well as several Ontario Ministry of Health and Health Quality Ontario legislated requirements including the Excellent Care for All Act (ECFAA), the Patients First Action Plan, the Accessibility for Ontarians with Disabilities Act (AODA) and the creation of the provincial Office of the Patient Ombudsman. The Roadmap is designed to be sensitive to the evolving patient-centred care landscape in the province and aspires to exceed the expectations of Ontarians.
This year we will continue to use the 2016-18 Patient Experience Roadmap as our guide and will be creating new measurement tools and strategies to ensure we are following a clear, consistent path that is always dictated by what is most important to patients in their care.
- Create an Office of Patient Experience to enhance care and service
- Expand patient and caregiver engagement and impact
- Measure patient experience intelligence
- Hold inaugural Patient Experience Week to build awareness and enhance the culture at UHN
- Establish an Office for Patient Experience as a central hub for all activities in portfolio
- Increase engagement of patients and families at the point-of-care
- Patient Engagement Measurement Tool selected and implemented to evaluate the Patient Partners program
- Develop a dashboard for the Patient Experience team to clarify opportunities for improvement
- Continue to implement and develop engagement plans for patient experience, Caring Safely and governance activities
- Distribute the Canadian Patient Experience Survey Tool results across UHN to enable quality improvement
- Select and implement at the point-of-care a Patient Experience Measurement Tool to evaluate the patient experience
This quarter, we have expanded on our long-term work to further integrate patients into UHN’s decision making. In partnership with staff and patients, we developed our Year 3 goals which were approved by the Board of Trustees in September 2017. Although Patient Experience measurement is currently listed as ‘Fair’ due to resource constraints, we will be placing more focus on this over the next quarter so we can achieve our goals—namely, building opportunities to involve patients more directly in their care and health decisions—by the end of Q4.
- Registered more than 28,000 people on myUHN Patient Portal
- Received 34 engagement requests through the Patient Partner Program; on-boarded seven new Partners
- Focus on managing the increasing volumes of Patient Partner requests, as well as the increasing number of registrations on myUHN Patient Portal
Mike Nader (Lead)
Executive Vice President and Chief Operating Officer
Interim President and CEO
- Joy Richards
- Ann Heesters
- Laura Williams
*names are still being added/confirmed