Renewing UHN Renewing UHN Renewing UHN Renewing UHN Renewing UHN

  • 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

Attention Needed

  • Focus on managing the increasing volumes of Patient Partner requests, as well as the increasing number of registrations on myUHN Patient Portal

Past Reports:

Mike Nader (Lead)

Executive Vice President and Chief Operating Officer

Charlie Chan

Interim President and CEO

  • Joy Richards
  • Ann Heesters
  • Laura Williams

*names are still being added/confirmed