Patients as Partners: Integrating Patient Feedback in Improvement Initiatives
Paula Calestagne, Patient Satisfaction Program Coordinator, Jewish General Hospital
The presentation will focus on a hospital’s journey to fully integrate feedback from patients and their families within the hospital’s quality initiatives. Recognizing patients as partners was a founding principle of the Jewish General Hospital’s Quality Program. By seeking patients’ feedback routinely during quality projects and improvement planning the hospital enables patients to play a meaningful role in influencing the quality of their care. As a result of having their concerns recognized, and addressed, by the hospital, patients become true partners with their healthcare teams. This session will use real life examples from 15 years of history of gathering and acting upon feedback from patients and their families. From the simplest change to the most complex, patient’s opinions have been at the center of decision making. Participants will hear about some of the more successful initiatives, as well as some of the lessons learned and hurdles overcome.
Related content
-
Patient Family & Community Engagement | Quality & Clinical Excellence
Kindness is Good Medicine: Research in Increasing Kind Behaviors in Healthcare
By Jeannette Maré Like many people who are drawn to human experience work in healthcare, I experienced a tragedy that changed everything about how I understand myself. Just before his third birthday, my son Ben died suddenly and unexpectedly of a croup virus. I am not being hyperbolic when I say that I didn’t think
Learn more -
Patient Family & Community Engagement
Patient-centered care frameworks, models and approaches: An environmental scan
Although the definition of patient-centered care (PCC) remains unclear, researchers and healthcare professionals describe the concept as treating the patient as a unique human being with consideration for their physical and psychosocial needs and emphasize the importance of shared-decision making between patients and healthcare professionals. However, discussion around the connection and overlap between PCC and
Learn more -
Patient Family & Community Engagement
Advancing PFAC Initiatives, Effectiveness & Visibility Through Strategic Planning & Annual Assessment
A senior co-chair of the Family Advisory Council at Boston Children’s Hospital shares how a mission statement, unified volunteers, and a shared purpose led to a strategic plan that elevated the council’s visibility and ultimate success. In this learning bite, learn three key steps to fostering a welcoming, respectful and supportive environment for council members
Learn more