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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)
•...
Neurosciences Visibility Wall
Lessons Learned
Spread
Where to from here?
Options for Patient Experience Surveying in Saskatchewan
Lisa Clatney
CFCC Specialist
lisa.clatney@saskatoonhealthregion.ca
306.655.0164
Lynnett Boris
Patient Advisor
Questions?
Contact Me:
Lisa Clatney
Saskatoon Health Region
lisa.clatney@saskatoonhealthregion.ca
www.qualitysummi
t.ca#QS1
Engaging the 'Patient' in Patient Experience Surveying
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Engaging the 'Patient' in Patient Experience Surveying

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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

  1. 1. Engaging the ‘Patient’ in Patient Experience Surveying Health Care Quality Summit 2014
  2. 2. Why measure the patient experience?
  3. 3. The facts about positive patient experiences…
  4. 4. Trouble with Traditional Methods
  5. 5. Time for a new approach
  6. 6. Our Process • PFAC • Staff awareness and support • Collaboration • Script development & advisor coaching
  7. 7. An advisor’s perspective
  8. 8. 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
  9. 9. Neurosciences Visibility Wall
  10. 10. Lessons Learned
  11. 11. Spread
  12. 12. Where to from here? Options for Patient Experience Surveying in Saskatchewan
  13. 13. Lisa Clatney CFCC Specialist lisa.clatney@saskatoonhealthregion.ca 306.655.0164 Lynnett Boris Patient Advisor
  14. 14. Questions? Contact Me: Lisa Clatney Saskatoon Health Region lisa.clatney@saskatoonhealthregion.ca www.qualitysummi t.ca#QS1

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