Speaking with Patients to Improve Quality

The Emergency Department (ED) values Patient and Family-Centred Care and understands the importance of feedback to improve the experience of both the patient and their family. To demonstrate they are our priority, engage them, and generate feedback to improve safety and satisfaction, the EDintroducedmonthly patient rounding. Included is the Clinical Manager, Professional Practice nurse as well as a patient advisor.

You might wonder what that involves; it includes interviewing patients and their familieswho arepresent in the ED.Participationis voluntary and those interviewed are asked questions about safety and satisfaction. They are given the opportunity to “speak up”.They are encouraged to analyze and evaluate their care, voice their concerns, and discuss all aspects of their care, from timeliness, to aspects of communication, effectiveness, and overall satisfaction.Sitting at the bedside to discuss all phases of care is a personalized approach that demonstrates our commitment to treating each and every one of our patients with dignity and respect, empowering them to partner in their care, listening to and acknowledging their concerns to improve outcomes and enhance their experience.

Collaborating during rounding provides the ED team with a “snapshot” analysis of its current practice and enables the team to acknowledge what they are doing well, and initiate immediate change for areas that need improvement.

Patient feedback is the propeller for quality. Without their involvement, CKHA would not be an organization that our patients would definitely recommend.

Photo shows patient advisor Deb Rice rounding on Lukas in the Emergency Department, while his mother Maria watches on.

Photo shows the Emergency Department rounding team, l-r, Dorothy Letarte, Clinical Manager, Deb Rice, patient advisor, Kathy Lynn Stennett, Professional Practice Nurse.