Patient, Resident and Family Experience

Dr. Gillian Kernaghan, President & CEO

Each individual who comes to St. Joseph’s Health Care London for care has unique needs depending on their disease or condition. While we respect each individual’s unique care needs, we want our patient, resident and family caregiver experience to be the same – one of respect, excellence and compassion. In every interaction, our staff, physicians, volunteers and students should be earning your confidence in our care. We earn confidence by listening and by partnering together. 

As part of St. Joseph's 2015-2018 strategic planning process we gathered together our Patient, Resident and Family Councils to create our Statement of Patient, Resident and Family Values. This statement serves as a compass to our organization in partnering with patients, residents and family caregivers.

In our strategic plan, we set a goal to, “Ensure patients and families are full partners in their care, and in the design, measurement and improvement of care.” To further this goal, over the past year, we have gathered input and feedback from patients, residents, families, staff and physicians on how we partner together now – and how we can improve. We also learned from other hospitals and health care organizations who are leaders in patient and family caregiver partnerships. From this consultation, we have focused our corporate efforts in a project called the Care  Partnership and developed a Care  Partnership framework. 

We have also partnered with the Change Foundation, a health policy think tank, on a project called Improving CARE Together. This three-year project focuses on improving the experience of family caregivers across St. Joseph’s and the health system in Ontario. 

Listening to the voices of our patients, residents and family caregivers is crucial to our ability to improve our care. To learn from their experience we conduct satisfaction surveys in many of our care areas. Learn more about our survey process and  results.

As always, I welcome you to provide feedback on your experience as a patient, resident or family caregiver at St. Joseph's. You can provide feedback by contacting our Patient Relations department.

Thank you for partnering with St. Joseph's in your care,

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

nurse with patient

To see existing Bills of Rights go to:

For more information about St. Joseph's approach to care, please visit Mission, Vision and Values or learn more about Improving CARE Together.

Last updated: Tue, 2019-06-25 16:35