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Clients and family members are credible and powerful sources of information when trying to understand the quality of care we provide in the Saskatoon Health Region. By having a trained patient advisor actually go and speak to the patients about their experience, we are getting never before seen response rates, and a wealth of meaningful quantitative and qualitative data from which to base our improvement efforts on.
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Engaging the ‘Patient’ in Patient Experience
Surveying
Health Care Quality Summit 2014
Why measure the patient experience?
The facts about positive patient experiences…
Trouble with Traditional Methods
Time for a new approach
Our Process• PFAC
• Staff awareness and support
• Collaboration
• Script development & advisor coaching
An advisor’s perspective
Behind the Scenes
• Surveys are faxed to HQC
• Surveys are processed by Teleform (an image recognition software program)
• HQC analysts run an automated analysis on the survey responses and create reports
• Within a few days, email indicating we can access survey results online
• Posted on Neurosciences Visibility Wall
Neurosciences Visibility Wall
Lessons Learned
Spread
Where to from here? Options for Patient Experience Surveying in Saskatchewan
Lisa Clatney
CFCC Specialistlisa.clatney@saskatoonhealthregion.ca
306.655.0164
Lynnett Boris
Patient Advisor
Questions?
Contact Me:Lisa Clatney
Saskatoon Health Regionlisa.clatney@saskatoonhealthregion.ca
www.qualitysummit.ca#QS14
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