Patient and resident experience

We are committed to earning complete confidence in the care we provide to our patients and residents. 

One way we earn confidence is by asking our patients/residents and their families to provide feedback on their experiences with our care, our facilities and our physicians and staff. We gather this feedback using various survey methods (see below), as well as from comment cards, leaders and staff member input, web submissions, and patient/resident and family council feedback.

While we work to earn 100 per cent satisfaction in all our areas of care, we recognize earning confidence is a process, one that requires investment from us all and led by the needs of our patients.

For our patient surveys, we use National Research Corporation Health (an independent organization employed by many hospitals) to gather feedback from patients/residents, family members and most significant visitors.

We conduct two main types of surveys:

  • Continuous patient surveys, which are mailed to a sample patient population on a regular basis. Patients from Urgent Care Centre, Cataract and Day (Outpatient) Surgery, Rehabilitation and Specialized Geriatric Services Programs, Complex Care Program, Inpatient, and Mental Health are surveyed.
  • Annual surveys of our Veterans Care Program, Mount Hope Centre for Long Term Care and Mental Health Programs are mailed to family members and most significant visitors. To maintain patient or resident confidentiality, NRC Health also conducts in-person interviews.

Questions for program areas are grouped into areas of quality and services, such as:

  • Care and communication with nurses, doctors and therapists
  • Timely care
  • Family involvement
  • Patient participation in decision-making and goal setting
  • Care transitions
  • Discharge from the hospital 

For family members and significant visitors, survey questions focus on:

  • Ability to meet patient/resident needs in areas such as activities
  • Care and services for patients
  • Communication 
  • Global quality 
  • Living environment

Survey results are reviewed quarterly and/or annually and shared with St. Joseph’s Quality Council and other leadership committees comprised of key staff, physicians, and patient and family representatives. Based on the findings, these councils and committees develop, implement and evaluate initiatives in order to address areas for improvement. 

“I have the opportunity to listen to many individuals and groups. Each and every time I come away with people’s gifts of wisdom, experience, feedback and suggestions. Each and every time I hear about the compassionate care provided at St. Joseph’s.” 

– Dr. Gillian Kernaghan, President and CEO, St. Joseph’s Health Care London 

Veterans care

The Veterans Care Program provides long term care for Canadian war veterans. We provide care that assists and supports the veteran and his/her family to meet their current and anticipated needs to promote health and enhance their sense of well-being and quality of life.

How are we doing?

Survey results for Veterans Care residents (November 2018):

94% responded with “Excellent or Good” when asked to rate the overall quality of care and services (on a scale of Excellent, Good, Fair, Poor or Terrible).

100% responded “Yes” when asked if their spiritual or religious needs were met.

99% responded “Yes” when asked if staff help you when you need it.

Survey results for family members and significant visitors (November 2018):

100% responded with “Excellent, Very Good or Good” when asked to rate the overall quality of care and services provided (on a scale of Excellent, Good, Fair or Poor).

100% responded “Excellent, Very Good or Good” when asked if St. Joseph’s takes care of their family member’s needs.

100% responded “Excellent, Very Good or Good” when asked if St. Joseph’s maintains their family member's dignity.

Inpatient, cataract and day surgery

A unique ambulatory facility, St. Joseph’s Hospital specializes in minimally invasive same-day and short-stay inpatient surgery.

Our physicians care for patients with:

  • Breast abnormalities
  • Cancer
  • Ear, nose, throat, head, face and neck disorders
  • Eye disease
  • Hand and upper limb conditions
  • Reconstructive plastic surgery
  • Urological disorders
  • Gynecological disorders
  • Dental surgery needs

We also provide patients with comprehensive assessment, diagnosis and follow-up care.

How are we doing?

Survey results for inpatient surgery (January to March 2019):

90% responded with a 9 or 10 rating when asked to rate their overall experience (on a 1-to-10 scale).

94% responded “Completely” when asked if they had a clear understanding of all their prescribed medications before they left the hospital.

95% responded “Always” when asked how often the nurses treated them with courtesy and respect.

Survey results for day surgery patients (January to March 2019)*:

88% responded with a 9 or 10 rating when asked to rate their overall care (on a 1-to-10 scale).

100% rated the cleanliness of the day surgery area as “Very Clean”.

98% responded “Definitely” when asked if they felt they were treated with respect and dignity while at the hospital.

*These results exclude cataract suite procedures.

Survey results for cataract patients (January to March 2019):

95% responded with a 9 or 10 rating when asked to rate overall care (on a 1-to-10 scale).

100% responded “Yes” when asked if they knew who to contact if their symptoms or conditions worsened before their procedure.

100% responded “Definitely” when asked if they felt they were treated with respect and dignity while at the hospital.

Each of these results reflects an above average rating based on scores from teaching hospitals in Ontario.

Mental health

St. Joseph's mental health care offers specialized bed- and community-based services for individuals with a serious mental illness. Interdisciplinary teams provide assessment, treatment and rehabilitation services and strengthen community partnerships to help people regain independence in the place of their choice.

Southwest Centre for Forensic Mental Health Care is a facility for individuals with a mental illness who have come into contact with the law. The Mental Health Care Building at Parkwood Institute is dedicated to those with severe and persistent mental illness in need of longer-stay specialized mental health care.

How are we doing?

Survey results for mental health inpatients (pending):

Our mental health inpatient experience survey has moved to a continuous method, where patients receive a survey handout upon discharge. Piloted in two units in October 2018, the new method was been rolled out in March 2019 (with the exception of the geriatric inpatient units). Due to small sample sizes, results are not yet available.

Survey results from family members and significant visitors (October 2018):

94% responded with “Excellent, Very Good or Good” when asked to rate the overall quality of care and services provided (on a scale of Excellent, Very Good, Good, Fair and Poor).

97% responded “Excellent, Very Good or Good” when asked to rate staff's politeness and courtesy towards them.

97% responded “Excellent, Very Good or Good” when asked to rate the hygiene and cleanliness of the way things are done.

Mount Hope Centre for Long Term Care

Mount Hope Centre for Long Term Care’s nearly 400 residents represent a variety of cultures, beliefs, backgrounds and ages. In its home-like environment, Mount Hope provides comprehensive long-term care. Each resident collaboratively creates a personalized program, which can include a variety of activities such as art therapy, gardening and local trips.

How are we doing?

Survey results of Mount Hope residents (September 2018):

81% responded with “Excellent or Good” when asked to rate the overall quality of care and services (on a scale of Excellent, Good, Fair, Poor or Terrible).

97% responded “No” when asked if they were ever forced to do things they didn't want to do.

96% responded “No” when asked if they felt staff ever take advantage of them in any way.

Survey results of family members and significant visitors (October 2018):

82% responded with “Excellent, Very Good or Good” when asked to rate the overall quality of care and services provided (on a scale of Excellent, Very Good, Good, Fair or Poor).

96% responded “Excellent, Very Good or Good” when asked to rate staff's politeness and courtesy towards them.

95% responded “Excellent, Very Good or Good” when asked if they feel welcome on the unit.

Rehabilitation and Specialized Geriatric Services

Our Specialized Geriatric Services (SGS) includes a network of specialty teams in ambulatory, community outpatient and inpatient settings. They work with older adults throughout Southwestern Ontario who are experiencing functional decline, frailty and complex health concerns.

At Parkwood Institute, our rehabilitation program includes inpatient, outpatient and community services for people with an acquired brain injury, amputation, spinal cord injury and stroke or neurological diagnosis.

How are we doing?

Survey results for SGS patients (January to March 2019):

72% responded with a 9 or 10 rating when asked to rate their hospital stay (on a 1-to-10 scale).

96% responded positively when asked if doctors, nurses or other hospital staff talked with them about whether they have help when they leave the hospital.

89% responded positively when asked how often therapists treated them with courtesy and respect.

Survey results for rehabilitation patients (January to March 2019):

78% responded with a 9 or 10 rating when asked to rate their hospital stay (on a 1-to-10 scale).

97% responded positively when asked if doctors, nurses or other hospital staff talked with them about whether they have help when they leave the hospital.

91% responded positively when asked if they had a clear understanding of their prescribed medications, including those taken before their hospital stay.

Urgent Care Centre

The Urgent Care Centre (UCC) at St. Joseph’s Hospital offers assessment, diagnostic services and treatment for those with a non-life-threatening illness or injury (e.g., fever, earaches or broken bones) who need immediate care. Our UCC registered nurses and physicians are trained in adult and paediatric advanced life support.

How are we doing?

Survey results of urgent care patients (January to March 2019):

60% responded with a 9 or 10 rating when asked to rate their overall quality of care (on a 1-to-10 scale).

92% responded positively when asked how long it took before someone talked to them about the reason for their visit.

90% responded “Yes” when asked if they understood what symptoms or health problems to look for after they left Urgent Care.

Each of these results reflects an above average rating based on scores from teaching hospitals in Ontario.

Complex Care program

At St. Joseph’s Parkwood Institute, our Complex Care Program provides compassionate, transitional care to patients in anticipation of their return to a community setting (e.g., home or other residential living). An interdisciplinary team works with patients to support their goals when they leave the program.  

How are we doing?

Survey results for Complex Care patients (July to December 2018):

44% responded with a 9 or 10 rating when asked to rate their hospital stay (on a 1-to-10 scale).