At St Joe’s we define Patient Experience as
“The patients’ perception of their journey. It is based in the values of dignity, respect and compassion for all; rooted in trusting partnerships that results in safe, timely, coordinated, high quality care.”
From this we derive our core concepts of Patient Experience: safety, quality, service excellence and culture. Our culture is based on our Mission, Values and being Patient-Family Centred Care and this includes 3 goals:
- Promoting the health and well-being of individuals and families (included through our Patient & Family Resource Centre)
- Maintaining our Patients’ dignity and control (supported through our Mutual Commitments document)
- Recognizing that patients and families are essential allies for quality and safety (initiated through our Patient & Family Advisor role and Community Engagement Council opportunities)
We also pay attention to the fact the patient satisfaction and patient experience are separate. Patient satisfaction is in the moment, but experience is the lasting story. It is all that is perceived, understood and remembered. Patient Experience encompasses much more than creating happy patients. It is about us ensuring the best in quality, safety and service outcomes.
We welcome feedback from our Patients and Families, through our Patient Relations Team. The positive feedback, we use to help us guide what we should reinforce and sustain. The negative feedback, we use to help us guide what we need to improve. We look on this ongoing partnered journey; as together we advance the health of our community and your support will help us become Canada’s Best Community Teaching Health Centre.