Joshua Myers, Terry Brock - Fraser Health (BC) - We Want to Hear from You: Fraser Health Real-Time Experience Survey Leading organizations in Canada invite, listen and act on feedback from patients in their care to improve the safety and quality of care. Explore the three award-winning practices linked below then join us in a conversation to learn more about each approach and reflect on how you may apply it in your organization. This webinar promises practical ideas to help you engage patients in making care safer.

1. Fraser Health Real-Time Patient Experience Survey (RTPES)
Joshua Myers – Director, Patient Experience
Terry Brock – Regional Practice Leader, Social Work

2. Patient Centered Measurement
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3. Fraser Health Real-Time Patient Experience Survey
2017
▪ Soft launch (early adopters) in May, 2017
▪ 35 units across the organization
▪ Real-time feedback at the bedside
▪ Electronic survey and reporting platform
▪ Official launch in November, 2017
2018
▪ Acute Care – Live at all 13 facilities
▪ Home Health – 10% implemented
▪ Primary Care - August, 2018
▪ Residential Care - August, 2018
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4. Real-Time Patient Experience Survey
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5. Real-Time Patient Experience Survey
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6. Real-Time Patient Experience Survey
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7. Real-Time Patient Experience Survey
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8. Improvements
RMH Rehabilitation
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“I could have been
better informed on
things I could've
done for myself to
improve my
outcome.”

9. Improvements
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“As a result of our RTPES data our
program has developed a rehab
passport to improve patient teaching
& care and discharge planning. We
have also developed a workshop
teaching clinicians how to approach
self management with patients.” –
Manager

10. Improvements
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RCH Surgical

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Q3 2017/18 Q1 2018/19

12. Strengths
▪ Encouraging response rates
▪ Translated into 6 languages
▪ Multiples methods of completion
▪ Meaningful data
▪ Link with other internal quality and experience metrics
▪ Customizable – question bank
▪ Timely data collection & analysis available at your fingertips
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13. Testimonials
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14. Thank You!
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Questions?