Accreditation 2023 - Worklife/Workforce

Patient Engagement by Melanie Henderson

At Pembroke Regional Hospital (PRH), client/patient and family engagement are an essential part of providing safe and high-quality care. Client/patient engagement is woven throughout the Accreditation Canada standards and is defined as proactively seeking out the views of clients/patients to inform decisions and initiatives that impact them. There are many ways in which PRH seeks input from patients, their caregivers, and the community:

• Patients and their Families partner with us in several ways in the delivery of their care:

         - By working collaboratively with specific departments / units / areas of care in aspects of

            designing, planning, delivering and evaluating healthcare services.

         - Whiteboards in patient rooms to make sure there is clear, complete communication and shared

            goals regarding their plan of care.

         - Confirming patient identity (e.g., “What is your name?”, “What is your date of birth?”).

         - Participating in Bedside Rounds.

• Patient and Family Advisors are client/patients, their care partners, and community members who work with the hospital by sharing their lived experiences that participate in Unit Leadership Teams. They provide input on various initiatives, programs and quality improvement initiatives to make healthcare experiences better for everyone. Advisor engagement opportunities range from sharing personal stories to participating on hospital committees, project teams, and hiring panels, to providing input on patient education materials or hospital policies. Click here for Q-Tip.

• Patient and Family Advisory Council (PFAC) comprises of a group of Patient and Family Advisors that serves as an advisory body to the hospital and its Board of Directors on community identified needs and gaps, as well as ensuring that hospital programs meet the needs of patients and diverse communities. PRH staff can seek input on various initiatives at PFAC meetings.

• Standardized patient experience surveys. Survey results are compared to provincial benchmarks and are shared with their respective teams as well as with various committees and the Senior Leadership Team to inform care and service improvements.

• Declaration of Patient Values and Rights at PRH was developed in collaboration with our patients and community members and sets the expectations for patients of what to expect when they receive care.

• When things do not go as planned, our Patient Relations Office provides a confidential service for patients, their care partners, and visitors to facilitate resolution of concerns as well as receive feedback and suggestions for improvement. Patient Relations feedback is shared with the teams involved to identify opportunities for improvement in the care delivery.