Patient SatisfactionJoe Pilon

Senior Vice President and COO

The Excellent Care for All Act, 2010 includes requirements for:

• Patient/client/caregiver surveys to assess satisfaction with services.

• Patient “declarations of values”.• A patient relations process to address patient experience

issues and reflect the organization’s declaration of values.

HSN Mission, Vision and Values:“… Deliver high quality patient and family-centered care ….”

How Does HSN Assess Patient Satisfaction?

• HSN participates in the Patient Satisfaction Surveys available through NRC Picker-Canada.

• This enables us to access benchmarking data that allows comparison to both Ontario best performing and provincial averages.

• HSN also collects feedback (complaints) data through its Patient Relations process.

Programs Where Data is Collected

• HSN currently surveys the following areas:• Most questions belong to a specific Dimension of

Care.

• Each survey is comprised of 50 to 80 questions.• Results are reported quarterly.

Inpatient Medical

Inpatient Medical

Inpatient Surgical

Inpatient Surgical EmergencyEmergency ObstetricsObstetrics Surgical Day

CareSurgical Day

Care

OncologyOncology PaediatricsPaediatrics RehabilitationRehabilitation Mental Health Inpatient

Mental Health Inpatient

Ambulatory CareAmbulatory Care New!New!

What data is collected?

They give me what I need to continue to get better when it is time to go home.

They work together to help me get better.

They provide the support & services I need to get better.

They include my family & friends, if I want them to be.

They care about what I want.

They care about my fears & anxieties.

They make sure that I am comfortable & that my pain is managed.

They keep me informed & help me to understand.

What our patients are saying…

HSN Results: Overall Care – Inpatient CorporateFY 2010 Q1 to FY 2011 Q2

HSN Results: Would Recommend – EmergencyFY 2010 Q1 to FY 2011 Q2

How Do We Share the information?

• Results reported to the Quality Committee and across the organization: – Overall, how would you rate the care

and services you received at the hospital? Inpatients (Medical and Surgical combined)

– Would you recommend this Emergency Department to your friends and family? Emergency Department

HSN 2012-13 QIP Priority: Improve Patient Experience

• Patient Satisfaction data aligned and used to assess work related to Care Transitions and Other projects have and continue to use the data including:– Emergency Department PIP (Process Improvement Project)– Continued Care Plan for Seniors– Virtual Ward for Seniors

HSN 2012-13 Improvement Strategies

(1) Improve staff and provider customer service and interpersonal skills;

(2) Implement a collaborative Care Model (2012-13 pilot and then spread);

(3) Provide, clear written discharge instructions to patients regarding medication, aftercare instructions at home and follow up plans;

(4) Establish a network of Patient-Family Advisory Council (2012-13 Establish CEO Advisory council and at least 3 program level councils, then learnings will be used to spread to other program).

Questions?