Patient and Resident Experience

patient with clinician at Ivey Eye Institute

We are committed to earning complete confidence in the care we provide to our patients and residents. One way we earn confidence is by encouraging our patients, residents and their families to provide us with feedback on their experiences while in our care, in our facilities and in interactions with our physicians and staff.

We gather feedback from our patients/residents, families and most significant visitors using various survey methods (see below) and through collected feedback cards, input received through our website, leader and staff feedback, and also patient, resident and family council input.

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, led by the needs of our patients.

National Research Corporation Canada (NRCC)

NRCC, formerly named NRC Picker, is a national organization used by many hospitals in Ontario to gather patient/resident, family and most significant visitor feedback.

Patient and Resident Experience Surveys

These surveys are mailed to a random sampling of patients on a continuous basis with questions grouped into inter-related areas of quality and services.

A. Continuous Surveys 

These surveys are mailed to a random sampling of patients on a continuous basis with questions grouped into inter-related areas of quality and services.

Questions for Urgent Care, Cataract and Day Surgery and Inpatient Surgery are grouped into inter-related areas of quality and services such as access and coordination of care; continuity and transition of care; emotional support; information and education; physical comfort; and respect for patient preferences.

Questions for Rehabilitation and Specialized Geriatric Services are grouped into inter-related areas of quality and services such as care and interaction with nurses; doctors and therapists; family involvement; client participation in decision-making and goal setting; client-centred education; and evaluation of outcomes from the client's perspective.

Continuous survey results are reviewed quarterly and shared with St. Joseph’s corporate Quality Council and other key committees. Plans to address key areas of focus are developed, implemented and evaluated by these councils and committees.

B. Annual Surveys

To maintain patient/resident confidentiality, annual in-person interviews are conducted by National Research Corporation Canada (NRCC) with two groups:  patients and residents, and family/most significant visitor. Questions are grouped into inter-related areas of quality and services.

For Complex Continuing Care, Veterans Care, and Mount Hope Centre for Long Term Care:

a) Questions for the patient/resident surveys are grouped into inter-related areas of quality and services such as activities; autonomy; dignity; food; living environment; medical care and treatment; and staff.

b) Questions for the family/most significant visitor surveys focus on topics related to our ability to meet the patients’/residents’ needs in areas such as activities; assistance with eating; care and services; communication; global quality; and living environment.

For Mental Health:

a) Questions for the patient survey are grouped into inter-related areas of quality and services such as access to care; environment; information/rights; care outcomes; and relationships/empowerment. 

b) Questions for the family/most significant visitor survey focus on topics related to areas such as: living environment; communication with staff; quality and services; patient care; and family support services.

Annual survey results are analyzed and reviewed annually and shared with Operational Leadership Team, and Quality and Recovery Advisory Council comprised of key staff and physicians with representatives from Patient and Family Council and corporate Quality Council. Plans to address key areas of focus are developed, implemented and evaluated by these councils and committees.

“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

Last updated: Tue, 2016-03-15 10:41