Starting with the Patient Experience


True to our strategy, the past couple months have been focused on starting with the patient experience. To make meaningful improvements to the care experience for patients we need to listen directly to them. This is why our first initiative and announcement as a new organization was the launch of our Patient Experience Program.

As a foundational step, we are in the process of recruiting local residents to join our Patient and Family Advisory Committee. This committee of diverse patient and family members, representative of our community, will guide us in developing a Patient Experience Program that will embed the patient voice in everything we do within our organization, and across the local health system.

As we work to develop new ways to engage patients in their care and the design of their local health system, we also celebrated the implementation of a number of initiatives that have had an immediate positive impact on the patient experience.

For example, a new Rapid Recovery Therapy program helps patients go home from hospital sooner, allowing them to receive high-quality, intensive rehabilitative care in their home. The program increases capacity in the health system by freeing up rehabilitative care beds for patients with the most complex needs. Not only do patients achieve similar outcomes to their in-hospital peers, but they greatly appreciate being at home. A patient in the program shared “there was someone here every day, working with me and encouraging me. Being at home motivated me to do more. I was more active and felt more comfortable doing my exercises because I was in an environment that I knew”.

Not only has this delivered a better patient experience, but also improved the quality of care we provide. The Waterloo Wellington LHIN was recently recognized by the Ontario Stroke Network as a high performer and provincial leader in delivering high-quality stroke care. In particular, hospitals in Waterloo Wellington were the highest performers in all of Ontario for all but one of the metrics for stroke rehabilitation and reintegration. More residents in Waterloo Wellington receive care on a specialized stroke unit than anywhere else. Local residents go home faster, within target, and receive the highest number of minutes of in-home rehabilitation therapy.

As an organization, everything we do starts and ends with the patient experience. I continue to be impressed with the passion and dedication of our staff to their patients. As we increase opportunities to hear from patients directly and undertake more efforts to support clinicians and others on the front-line, patients will continue to benefit from tangible improvements in their care.