Theme 3. Transforming patients’ and caregivers’ experience and health
Presentation Materials (Members only)
Presentation Slides: Measuring the Patient Experience
Learning Objectives
Observe the benefit of centralizing the development, implementation, collating, and reporting of a standardized patient experience survey that would require limited resources from FHTs. Compare response rates, responses, and respondent demographics from different survey methods including waiting room, web-based, and emailed surveys. Reflect on how patient experience surveys can be used to differentiate patients’ experience within different clinics and/or for different physicians/clinicians. Reflect on challenges with feeding back survey data to staff to drive improvements in quality of care. Reflect on the best method of delivering a patient experience survey in your FHT context.
Summary
First, FHTs from the Champlain LHIN will describe the implementation of their second annual Patient Experience Survey, the goal of which was to understand the key elements of patient’s experience in the Champlain LHIN according to key performance indicators. While each FHT is distinct and cares for a unique population, the results of the survey should help FHTs establish their own priorities for improvement. The FHTs are provided with a report, which aims to provide information for the Quality Improvement Plan, initiate action within the FHTs, enable FHTs to learn from each other, and perform benchmarking within a FHT year over year; it is not intended to compare FHTs. We will describe the creation of the survey, the various methods of delivery, and the questions asked. Second, the St. Michael’s Hospital Academic Family Health Team will describe their experience with two different survey delivery methods – emailing a link to an online survey and approaching patients in the waiting room to complete a survey using tablet computers. They will share how response rates, respondent characteristics, and responses differed between the two survey methods. This interactive workshop will engage participants in a discussion around how to administer surveys using few resources, how survey responses can be used to improve quality of care, and what survey delivery methods can sustainably produce generalizable, meaningful results in your setting.
Presenters
- Ellie Kingsbury, QIDSS, Champlain FHTs
- St. Michael’s Hospital Academic FHT:
- Tara Kiran, Family Physician, QI Program Director
- Sam Davie, QIDSS
- Morgan Slater, PhD, Senior Research Associate
- Lisa Miller, EMR Administrator