Transforming the patient experience: Bringing to life a patient- and family-centred interprofessional collaborative practice model of care at Kingston General Hospital
Published April 30, 2014
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Infrastructure & Governance
Part of the team: Effecting change and sharing power in healthcare settings
Published April 27, 2023
In 2019, we, as a group of patients and researchers, were invited to rethink how the executive board received and responded to patient stories at a specific NHS hospital trust in the UK. Through an iterative series of meetings, we were able to co-identify common concerns and together develop a distinctive narrative framework for effecting
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Infrastructure & Governance
Beyond the Clock: Improving the Human Experience of Waiting in Healthcare
Published June 24, 2026
This white paper examines one of healthcare’s most persistent challenges: waiting. Grounded in insights from our Community Council and healthcare leaders from around the world, this report reveals the innovative ways organizations are addressing the experience of waiting. The findings suggest that organizations making the greatest progress are those reframing wait times through two interconnected
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Infrastructure & Governance
Service Recovery for All: The In-Patient Setting
Published June 21, 2022
Those working in healthcare have been experiencing the challenges associated with incivility of patients and family members. The workforce needs tools to effectively and confidently have conversations with upset individuals.
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