CoordinatorClient and Family Relations• Liaison• Clients and Families/Caregivers• Gather information on patient care• Feed back to Management• Quality Improvement Initiatives

• Patient experience• Support of patients and their caregivers• Key to best health and ensuring the future of our

health care system• Everyone involved in delivering health care has

a role to play in quality of system• Professionals working together to ensure quality• Patients confident the their health care system is

providing them with excellent care

ECFAAWhat we do in response • Establish a Quality Committee

– Monitor quality– Quality Improvement Initiatives– Scientific evidence to guide best practice– Annual Quality Improvement Plans

• Surveys• Patient Relations Process

Client Statement of Values• The Royal’s Core Values and Vision for Person Centred Care‐

• As a leader in specialized mental health, The Royal believes in including the client voice at the decision-making table. As a result, it is one of the few organizations in Canada that has embedded that philosophy into decisions on care, treatment and research since 2006. Clients are represented by a client empowerment council that supports, advises and advocates in the interests of clients with management and clinicians.

• We at The Royal believe that true client engagement and consultation is key to providing quality, person-centered care. The Royal is proud and committed to delivering on our Client Statement of Values.

• Core Value One: Being HeardClients and families are provided with a way to safely and respectfully express their opinions, positive or negative, about their health care without fear of repercussion.

• Core Value Two: Dignity and RespectClients and families are treated with dignity, compassion and respect.

• Core Value Three: Engagement and ParticipationClients are active participants in their safety, health care and health care decision making.

• Core Value Four: Informed Decision MakingClients have access to reliable and current information about their health care options, in order to support informed decision making and active participation in care.

• Core Value Five: Quality CareClinical care is evidence based, high quality and meets or exceeds legislative, regulatory and professional standards.‐

• Core Value Six: Privacy and ConfidentialityClients have the right to privacy and confidentiality as well as security of their personal health information.

• Core Value Seven: RecoveryClients receive care in a therapeutic environment that supports hope and recovery.

Patient Relations Process

• Every health care organization must have one• Info about the process available to public• What is the Patient Relations Process

– CEC/FC– Coordinator of Client and Family Relations– Client and Family Feedback System– Surveys, suggestion boxes

Surveys

• Client Experience Survey of in and out patients– At least once every fiscal year– Information regarding overall satisfaction – Annual Report

• Family Satisfaction Survey– Throughout the year– Annual Report

Client and Family Feedback System

• On OREO• Accessible to all staff• Complaints/concerns/compliments• Feedback Managers (Directors)• Trending

QUESTIONS