At a recent forum the Community Engagement Advisory Network (CEAN),  members of the public who provide feedback and guidance on health service planning, gathered to ponder the question “Does Vancouver Coastal Health’s definition of quality match ours? ”

Yes, but there’s more…

CEAN members said yes, but they went a step further providing specific details on what patient centeredness means to them including:

• Communication and information
• Respect, compassion and trust
• Personal preferences and informed choice
• Inclusiveness and support for family members
• Holistic approach to care

Read more about what CEAN said in the forum report: The Quality Gap

What our patient experience surveys tell us

What patients tell us through patient experience surveys is that their experience is better when we:

• Address them with courtesy
• Take time to explain things in understandable language
• Listen to them and acknowledge their fears and anxieties
• Don’t talk as if they weren’t there
• Acknowledge/involve their family/support people
• Explain what we are going to do
• Involve them in care decisions
• Explain why they are waiting
• Acknowledge their presence, smile and make eye contact
• Ask them how they want to be addressed
• Introduce ourselves and explain our role in their care

We can positively impact the patient experience every day

By providing what patient’s tell us they need to experience safe, quality care we can reduce and mitigate their fears and anxiety, reduce the number of complaints we receive and improve and enhance the patient outcome.

 How we’re involving patients in their care

Some examples of how patients are being included in work that enhances their experience and improves outcomes are the Releasing Time to Care that involves patients and families in team huddles for care planning.  Patient representatives also sit on the Regional Quality & Patient Safety Council that includes VCH leadership and Union representatives.

Bring the patient voice into your quality initiatives

For more information on how Community Engagement can work with your teams to bring patient public voice to your quality improvement initiatives visit the Community Engagement website or contact us directly  at ce@vch.ca or 604.714.3779.