WHAT WE SET OUT TO DO
Research shows that patients are happier and healthier when they are involved in their care. That’s why we are committed to collaborating with our patients so the care we provide is reflective of their needs both in the Health Centre and the community. Creating exceptional patient experiences means considering all elements of a patient’s time with us – so we are challenging ourselves to make sure patient perspectives inform everything we do.
WHAT WE ACHIEVED
Reduced wait times
Our Emergency Department (ED) is one of the busiest in the GTA. Last fall, we introduced an innovative new model to reduce wait times: Our new Supertrack model provides assessment and care to over half of the patients that come through the ED. Patients are seen by a physician and nurse team within 30 minutes on average and most return home in less than 2 hours – creating a better experience for everyone.
Involved our community in shaping their care
We’ve found new ways to bring the patient voice into the Health Centre by launching our first Community Engagement Council (CEC). This diverse group of residents lives across more than 15 neighbourhoods that we serve. Since the CEC came together last fall, they’ve worked on a number of projects including developing a new patient-staff commitment agreement and provided valuable input on our Quality Improvement Plan.
Open visiting hours bring patients and families closer together
Recognizing how important a support system is before and after a hospital stay, we changed our policy to give family members and loved ones the option to visit anytime a patient is ready to see them. Open visiting hours make it easier for patients to connect with people who play an important role in their recovery process. This is just one of the ways we’re prioritizing the needs of patients in everything we do.
Twenty years ago, Leticia Queano and her family moved to Canada from the Philippines and settled into the vibrant neighbourhood of Parkdale – the place she’s called home ever since.
As Leticia’s family has grown, St. Joe’s has been there to meet their healthcare needs. Both of her grandchildren were born at the Health Centre and have received care for everything from seizures to regular vaccinations.
“We’ve been coming here for so long, it feels like everyone knows us,” said Bianca, Leticia’s eldest grandchild. “When I decided to have kids, I knew I was going to go to St. Joe’s – it’s the place I trust.”
Dr. Daphne Williams, a family doctor with our award-winning Urban Family Health Team, currently cares for 10 family members across four generations. Over the past 25 years, she’s cared for Leticia’s family alongside our family health team, an interprofessional group of physicians, nurses, a dietitian, a pharmacist, a social worker and a mental health outreach worker among others.
“One of the best parts of my job is developing relationships with my patients. The opportunity to care for someone over their lifetime – from a young child right up until they are an adult with their own kids is really special – it’s like you’re part of the family,” Dr. Williams said.