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

The Patient Experience portfolio had a productive first quarter, including the launch of our first Patient Experience Week at UHN. This week kicked-off a renewed awareness of the work and the services we provide across all UHN sites. With strategic planning underway, the Patient Experience team held five engagement sessions in June with patients, caregivers and staff to shape what the future of patient experience should look like at UHN. We continue to work as a broader team to support the integration of patients and family caregivers into organizational-decision making and build opportunities for patients to be more directly involved in their personal care and health decisions.


  • Held Patient Experience Week in April
  • Integrated Patient Relations team into Patient Engagement portfolio in May
  • myUHN Patient Portal now has 21,000+ registrants
  • Patient Partner Program was involved in 29 activities this quarter, and had five new Partners on-boarded

Attention Needed

  • Focus will be given over the upcoming quarter to manage the volumes of Patient Partner requests, increasing registrations offered in ambulatory services to the myUHN Patient Portal and determining next steps with regards to Patient Experience measurement

Past Reports:

Mike Nader (Lead)

Executive Vice President and Chief Operating Officer

Charlie Chan

Executive Vice President and Chief Medical Officer

  • Joy Richards
  • Ann Heesters
  • Laura Williams

*names are still being added/confirmed