Partnership, Collaboration, and Co-Production to Improve Patient Experience Beyond Conducting Surveys – Lessons from the Quebec Model, Canada Authors

The objectives of this article are to present how, in the province of Quebec (Canada), healthcare and service partnerships have been implemented, to take stock of the current situation and to suggest ways to continue strengthening the model over the coming years, in Quebec and elsewhere in the world. Methods: Three methods were mobilized: (1) a review of the literature and reports published in recent years on implementations of partnerships in Quebec; (2) a survey sent to the persons responsible for partnerships in Quebec’s health and social services establishments; and (3) a working committee comprised of patient experts, partnership practitioners and researchers to develop recommendations to further consolidate The Patient Revolution that the province of Quebec is currently experiencing. Results: This Québec model, which has been under development since 2010, is based on the following principles: recognition of: (1) the experiential knowledge of individuals with health or psychosocial conditions who use the healthcare system; (2) the capacity of patients/service users to act as their own caregiver; (3) participation as full members of clinical or psychosocial teams, to complement the information needed to make informed decisions and achieve personal goals; and (4) the ability of individuals to make decisions for themselves, with the support of professionals and family members. The model has been implemented at various levels within the healthcare and social systems, as well as in education, training, and community health. There are also various levels of engagement, ranging from information provision to co-construction. However, in order to continue strengthening the model and support its consistent application throughout the health and social services network, recommendations have been made concerning the overall structure of partnership. Conclusions: The health care and service partnership model has proven to be highly adaptable for application in a variety of contexts. By recognizing the complementarity of scientific, professional, and experiential knowledge, the partnership model supports a levelling of power among stakeholders, both to address health issues as well as for setting priorities in the health system. It therefore offers a path to improving patient experience and outcomes.