Evidence-informed best practices are based on quality evidence and should be implemented into practice to optimize outcomes.8 Listed below you will find best practices graded according to the type of evidence. To view a description of the types of evidence, click here.
To help you move from best evidence to best practice, click on the + button next to each best practice to find details on how to implement, as well as change ideas to test using a PDSA approach.
Change ideas are specific and practical changes informed by experience and research that focus on improving specific aspects of a system, process or behaviour. To learn more about change ideas see the QI: Getting Started tab.
Evidence-Informed |
How To Implement |
Toolbox |
Consult patients and families in health care redesign and quality improvement |
In its Recommendations and Promising Practices on designing a patient and family-centred health care system, the Institute for Patient- and Family-Centred Care suggests consulting patients and families in health care redesign and in quality improvement projects. A sample of specific recommendations from this organization and others include:
More recommendations and information can be found in the Institute for Patient-and Family-Centred Care’s Recommendations and Promising Practices
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Consult patients and families in health care redesign and quality improvement
Type of Evidence: IV (Expert Opinion)*
REFERENCES:
Systematic Reviews:
Promoting engagement by patients and families to reduce adverse events in acute care settings: a systematic review. Berger Z, Flickinger TE, Pfoh E, Martinez KA, Dy SM. BMJ Quality & Safety. 2014 Jul;23(7):548-55. Full-text: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4079036/
Toward patient-centered care: a systematic review of older adults' views of quality emergency care. Shankar KN, Bhatia BK, Schuur JD. Annals of Emergency Medicine. 63(5):529-550.e1, 2014 May. Abstract only: http://www.ncbi.nlm.nih.gov/pubmed/?term=24051211
Toward patient-centered care: a systematic review of how to ask questions that matter to patients. Rosenzveig A; Kuspinar A; Daskalopoulou SS; Mayo NE. Medicine. 93(22):e120, 2014 Nov. Full-text: http://journals.lww.com/md-journal/Fulltext/2014/11020/Toward_Patient_Centered_Care___A_Systematic_Review.7.aspx
Toolkits, Handbooks, & Guides:
Striving for Excellence in Patient Relations. Processes in Ontario’s Hospitals. A Guide to Responding to Ontario Regulation 188/15. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/patient-relations-best-practices-improving-pr-en.pdf
Engaging with Patients and Caregivers about Patient Relations: A Guide for Hospitals. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/guide-engaging-patients-caregivers-en.pdf
A Resource Toolkit for Engaging Patient and Families at the Planning Table. April 2014. Alberta Health Services Engagement and Patient Experience Department. Available at: http://www.albertahealthservices.ca/PatientsFamilies/if-pf-pe-engage-toolkit.pdf
Empowering Patients and Families. Quality and Patient Safety Governance Toolkit, Section 4.0. Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario. Available at: https://www.oha.com/KnowledgeCentre/Library/QPSGT/Documents/Section%204%20-%20Empowering%20Patients%20and%20Families.pdf
Leading Practices in Emergency Department Patient Experience. Ontario Health Association; 2010/11. Available at: http://www.oha.com/KnowledgeCentre/Library/Documents/Leading Practices in Emergency Department Patient Experience.pdf
Patient-Centered Care Improvement Guide. Planetree and Picker Institute; 2008 Oct. Frampton S, Guastello S, Brady C, Hale M, Horowitz S, Bennett Smith S, Stone S. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Patient-Centered Care Improvement Guide.pdf
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Feb. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Partnering with Patients and Families to Enhance Safety and Quality - A Mini Toolkit.pdf
Working with Patient and Families as Advisors. Implementation Handbook. June 2013. Agency for Healthcare Research and Quality, Rockville, MD. Available at: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/strategy1/index.html
Supporting Resources:
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2010 Oct. Institute for Patient- and Family-Centered Care. Available from: http://www.ipfcc.org/pdf/getting_started.pdf
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Apr. Available from: http://www.ipfcc.org/visiting.pdf
Nursing Best Practice Guideline: Client Centred Care. Registered Nurses’ Association of Ontario; 2002 Jul [revised 2006]. Available at: http://rnao.ca/sites/rnao-ca/files/Client_Centred_Care.pdf
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. Ontario Hospital Association; 2011 Oct. Available from: http://www.oha.com/CurrentIssues/Issues/Documents/Improving the ED Expierience Survey Guide.pdf
Your Health Care – Be Involved [Internet]. Ontario Hospital Association. Available from: http://www.oha.com/KnowledgeCentre/Library/PatientSafety/Documents/1838_OHA_PSTpamphlet_ENG.pdf
Websites:
Patient Relations. Health Quality Ontario. Available at: http://www.hqontario.ca/Quality-Improvement/Patient-Relations
Institute for Patient- and Family-Centered Care. Home Page [Internet]. Bethesda (MD): Institute for Patient- and Family-Centred Care. Available at: http://www.ipfcc.org
HCAHPS Frequently Asked Questions [Internet]. National Research Corporation (NRC) Picker. Available at: http://www.nationalresearch.com/products-and-solutions/cahps/hcahps/faq/
Patients for Patient Safety Canada. Home Page [Internet]. Patients for Patient Safety Canada; Available from: http://www.patientsforpatientsafety.ca/English/Pages/default.aspx
Evidence-Informed |
How To Implement |
Toolbox |
Empower patients and families to be involved in their health care journey |
The Ontario Hospital Association developed the “Your Health Care – Be Involved” initiative (supported by the Ontario Ministry of Health and Long-Term care). This initiative encourages hospitals to empower patients and families to be involved with their health care journeys by encouraging patients to:
To read more about the Your Health Care – Be Involved initiative go to: Ontario Hospital Association |
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Empower patients and families to be involved in their health care journey
Type of Evidence: IV (Expert Opinion)*
REFERENCES:
Promoting engagement by patients and families to reduce adverse events in acute care settings: a systematic review. Berger Z, Flickinger TE, Pfoh E, Martinez KA, Dy SM. BMJ Quality & Safety. 2014 Jul;23(7):548-55. Full-text: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4079036/
Toward patient-centered care: a systematic review of older adults' views of quality emergency care. Shankar KN, Bhatia BK, Schuur JD. Annals of Emergency Medicine. 63(5):529-550.e1, 2014 May. Abstract only: http://www.ncbi.nlm.nih.gov/pubmed/?term=24051211
Toward patient-centered care: a systematic review of how to ask questions that matter to patients. Rosenzveig A; Kuspinar A; Daskalopoulou SS; Mayo NE. Medicine. 93(22):e120, 2014 Nov. Full-text: http://journals.lww.com/md-journal/Fulltext/2014/11020/Toward_Patient_Centered_Care___A_Systematic_Review.7.aspx
Toolkits, Handbooks, & Guides:
Striving for Excellence in Patient Relations. Processes in Ontario’s Hospitals. A Guide to Responding to Ontario Regulation 188/15. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/patient-relations-best-practices-improving-pr-en.pdf
Engaging with Patients and Caregivers about Patient Relations: A Guide for Hospitals. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/guide-engaging-patients-caregivers-en.pdf
A Resource Toolkit for Engaging Patient and Families at the Planning Table. April 2014. Alberta Health Services Engagement and Patient Experience Department. Available at: http://www.albertahealthservices.ca/PatientsFamilies/if-pf-pe-engage-toolkit.pdf
Empowering Patients and Families. Quality and Patient Safety Governance Toolkit, Section 4.0. Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario. Available at: https://www.oha.com/KnowledgeCentre/Library/QPSGT/Documents/Section%204%20-%20Empowering%20Patients%20and%20Families.pdf
Leading Practices in Emergency Department Patient Experience. Ontario Health Association; 2010/11. Available at: http://www.oha.com/KnowledgeCentre/Library/Documents/Leading Practices in Emergency Department Patient Experience.pdf
Patient-Centered Care Improvement Guide. Planetree and Picker Institute; 2008 Oct. Frampton S, Guastello S, Brady C, Hale M, Horowitz S, Bennett Smith S, Stone S. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Patient-Centered Care Improvement Guide.pdf
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Feb. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Partnering with Patients and Families to Enhance Safety and Quality - A Mini Toolkit.pdf
Working with Patient and Families as Advisors. Implementation Handbook. June 2013. Agency for Healthcare Research and Quality, Rockville, MD. Available at: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/strategy1/index.html
Supporting Resources:
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2010 Oct. Institute for Patient- and Family-Centered Care. Available from: http://www.ipfcc.org/pdf/getting_started.pdf
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Apr. Available from: http://www.ipfcc.org/visiting.pdf
Nursing Best Practice Guideline: Client Centred Care. Registered Nurses’ Association of Ontario; 2002 Jul [revised 2006]. Available at: http://rnao.ca/sites/rnao-ca/files/Client_Centred_Care.pdf
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. Ontario Hospital Association; 2011 Oct. Available from: http://www.oha.com/CurrentIssues/Issues/Documents/Improving the ED Expierience Survey Guide.pdf
Your Health Care – Be Involved [Internet]. Ontario Hospital Association. Available from: http://www.oha.com/KnowledgeCentre/Library/PatientSafety/Documents/1838_OHA_PSTpamphlet_ENG.pdf
Websites:
Patient Relations. Health Quality Ontario. Available at: http://www.hqontario.ca/Quality-Improvement/Patient-Relations
Institute for Patient- and Family-Centered Care. Home Page [Internet]. Bethesda (MD): Institute for Patient- and Family-Centred Care. Available at: http://www.ipfcc.org
HCAHPS Frequently Asked Questions [Internet]. National Research Corporation (NRC) Picker. Available at: http://www.nationalresearch.com/products-and-solutions/cahps/hcahps/faq/
Patients for Patient Safety Canada. Home Page [Internet]. Patients for Patient Safety Canada; Available from: http://www.patientsforpatientsafety.ca/English/Pages/default.aspx
Evidence-Informed |
How To Implement |
Toolbox |
Engage patients and families and keep them informed |
To read more about change ideas to improve patient experience in hospitals, see Hospital Quality Improvement Plans 2014-2015. Change Ideas (p. 13). Health Quality Ontario. |
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Engage Patients and families and keep them informed
Type of Evidence: IV (Expert Opinion)*
REFERENCES:
Systematic Reviews:
Promoting engagement by patients and families to reduce adverse events in acute care settings: a systematic review. Berger Z, Flickinger TE, Pfoh E, Martinez KA, Dy SM. BMJ Quality & Safety. 2014 Jul;23(7):548-55. Full-text: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4079036/
Toward patient-centered care: a systematic review of older adults' views of quality emergency care. Shankar KN, Bhatia BK, Schuur JD. Annals of Emergency Medicine. 63(5):529-550.e1, 2014 May. Abstract only: http://www.ncbi.nlm.nih.gov/pubmed/?term=24051211
Toward patient-centered care: a systematic review of how to ask questions that matter to patients. Rosenzveig A; Kuspinar A; Daskalopoulou SS; Mayo NE. Medicine. 93(22):e120, 2014 Nov. Full-text: http://journals.lww.com/md-journal/Fulltext/2014/11020/Toward_Patient_Centered_Care___A_Systematic_Review.7.aspx
Toolkits, Handbooks, & Guides:
Striving for Excellence in Patient Relations. Processes in Ontario’s Hospitals. A Guide to Responding to Ontario Regulation 188/15. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/patient-relations-best-practices-improving-pr-en.pdf
Engaging with Patients and Caregivers about Patient Relations: A Guide for Hospitals. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/guide-engaging-patients-caregivers-en.pdf
A Resource Toolkit for Engaging Patient and Families at the Planning Table. April 2014. Alberta Health Services Engagement and Patient Experience Department. Available at: http://www.albertahealthservices.ca/PatientsFamilies/if-pf-pe-engage-toolkit.pdf
Empowering Patients and Families. Quality and Patient Safety Governance Toolkit, Section 4.0. Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario. Available at: https://www.oha.com/KnowledgeCentre/Library/QPSGT/Documents/Section%204%20-%20Empowering%20Patients%20and%20Families.pdf
Leading Practices in Emergency Department Patient Experience. Ontario Health Association; 2010/11. Available at: http://www.oha.com/KnowledgeCentre/Library/Documents/Leading Practices in Emergency Department Patient Experience.pdf
Patient-Centered Care Improvement Guide. Planetree and Picker Institute; 2008 Oct. Frampton S, Guastello S, Brady C, Hale M, Horowitz S, Bennett Smith S, Stone S. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Patient-Centered Care Improvement Guide.pdf
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Feb. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Partnering with Patients and Families to Enhance Safety and Quality - A Mini Toolkit.pdf
Working with Patient and Families as Advisors. Implementation Handbook. June 2013. Agency for Healthcare Research and Quality, Rockville, MD. Available at: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/strategy1/index.html
Supporting Resources:
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2010 Oct. Institute for Patient- and Family-Centered Care. Available from: http://www.ipfcc.org/pdf/getting_started.pdf
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Apr. Available from: http://www.ipfcc.org/visiting.pdf
Nursing Best Practice Guideline: Client Centred Care. Registered Nurses’ Association of Ontario; 2002 Jul [revised 2006]. Available at: http://rnao.ca/sites/rnao-ca/files/Client_Centred_Care.pdf
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. Ontario Hospital Association; 2011 Oct. Available from: http://www.oha.com/CurrentIssues/Issues/Documents/Improving the ED Expierience Survey Guide.pdf
Your Health Care – Be Involved [Internet]. Ontario Hospital Association. Available from: http://www.oha.com/KnowledgeCentre/Library/PatientSafety/Documents/1838_OHA_PSTpamphlet_ENG.pdf
Websites:
Patient Relations. Health Quality Ontario. Available at: http://www.hqontario.ca/Quality-Improvement/Patient-Relations
Institute for Patient- and Family-Centered Care. Home Page [Internet]. Bethesda (MD): Institute for Patient- and Family-Centred Care. Available at: http://www.ipfcc.org
HCAHPS Frequently Asked Questions [Internet]. National Research Corporation (NRC) Picker. Available at: http://www.nationalresearch.com/products-and-solutions/cahps/hcahps/faq/
Patients for Patient Safety Canada. Home Page [Internet]. Patients for Patient Safety Canada; Available from: http://www.patientsforpatientsafety.ca/English/Pages/default.aspx
Evidence-Informed |
How To Implement |
Toolbox |
Create an environment of care |
In order to create an environment of care, consider the patient and family needs and values. Services that enhance their hospital stay can create an optimal experience. Some examples include:
The Ontario Hospital Association’s Leading Practices in Emergency Department Patient Experience 2010/11 provides useful information on enhancing patient experience through leading practices, improving access, reducing waiting times, providing a responsive environment, improving communication, and improving customer service as key ideas. |
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Type of Evidence: IV (Expert Opinion)*
REFERENCES:
Systematic Reviews:
Promoting engagement by patients and families to reduce adverse events in acute care settings: a systematic review. Berger Z, Flickinger TE, Pfoh E, Martinez KA, Dy SM. BMJ Quality & Safety. 2014 Jul;23(7):548-55. Full-text: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4079036/
Toward patient-centered care: a systematic review of older adults' views of quality emergency care. Shankar KN, Bhatia BK, Schuur JD. Annals of Emergency Medicine. 63(5):529-550.e1, 2014 May. Abstract only: http://www.ncbi.nlm.nih.gov/pubmed/?term=24051211
Toward patient-centered care: a systematic review of how to ask questions that matter to patients. Rosenzveig A; Kuspinar A; Daskalopoulou SS; Mayo NE. Medicine. 93(22):e120, 2014 Nov. Full-text: http://journals.lww.com/md-journal/Fulltext/2014/11020/Toward_Patient_Centered_Care___A_Systematic_Review.7.aspx
Toolkits, Handbooks, & Guides:
Striving for Excellence in Patient Relations. Processes in Ontario’s Hospitals. A Guide to Responding to Ontario Regulation 188/15. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/patient-relations-best-practices-improving-pr-en.pdf
Engaging with Patients and Caregivers about Patient Relations: A Guide for Hospitals. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/guide-engaging-patients-caregivers-en.pdf
A Resource Toolkit for Engaging Patient and Families at the Planning Table. April 2014. Alberta Health Services Engagement and Patient Experience Department. Available at: http://www.albertahealthservices.ca/PatientsFamilies/if-pf-pe-engage-toolkit.pdf
Empowering Patients and Families. Quality and Patient Safety Governance Toolkit, Section 4.0. Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario. Available at: https://www.oha.com/KnowledgeCentre/Library/QPSGT/Documents/Section%204%20-%20Empowering%20Patients%20and%20Families.pdf
Leading Practices in Emergency Department Patient Experience. Ontario Health Association; 2010/11. Available at: http://www.oha.com/KnowledgeCentre/Library/Documents/Leading Practices in Emergency Department Patient Experience.pdf
Patient-Centered Care Improvement Guide. Planetree and Picker Institute; 2008 Oct. Frampton S, Guastello S, Brady C, Hale M, Horowitz S, Bennett Smith S, Stone S. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Patient-Centered Care Improvement Guide.pdf
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Feb. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Partnering with Patients and Families to Enhance Safety and Quality - A Mini Toolkit.pdf
Working with Patient and Families as Advisors. Implementation Handbook. June 2013. Agency for Healthcare Research and Quality, Rockville, MD. Available at: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/strategy1/index.html
Supporting Resources:
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2010 Oct. Institute for Patient- and Family-Centered Care. Available from: http://www.ipfcc.org/pdf/getting_started.pdf
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Apr. Available from: http://www.ipfcc.org/visiting.pdf
Nursing Best Practice Guideline: Client Centred Care. Registered Nurses’ Association of Ontario; 2002 Jul [revised 2006]. Available at: http://rnao.ca/sites/rnao-ca/files/Client_Centred_Care.pdf
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. Ontario Hospital Association; 2011 Oct. Available from: http://www.oha.com/CurrentIssues/Issues/Documents/Improving the ED Expierience Survey Guide.pdf
Your Health Care – Be Involved [Internet]. Ontario Hospital Association. Available from: http://www.oha.com/KnowledgeCentre/Library/PatientSafety/Documents/1838_OHA_PSTpamphlet_ENG.pdf
Websites:
Patient Relations. Health Quality Ontario. Available at: http://www.hqontario.ca/Quality-Improvement/Patient-Relations
Institute for Patient- and Family-Centered Care. Home Page [Internet]. Bethesda (MD): Institute for Patient- and Family-Centred Care. Available at: http://www.ipfcc.org
HCAHPS Frequently Asked Questions [Internet]. National Research Corporation (NRC) Picker. Available at: http://www.nationalresearch.com/products-and-solutions/cahps/hcahps/faq/
Patients for Patient Safety Canada. Home Page [Internet]. Patients for Patient Safety Canada; Available from: http://www.patientsforpatientsafety.ca/English/Pages/default.aspx
Evidence-Informed |
How to Implement |
Toolbox |
Create partnerships in hospital settings |
In its Recommendations and Promising Practices on designing a patient and family-centred health care system, the Institute for Patient- and Family-Centred Care suggests creating partnerships in ambulatory settings. A sample of specific change ideas include:
More change ideas and information can be found in the Institute for Patient- and Family-Centred Care’s Recommendations and Promising Practices |
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Create partnerships in hospital settings
Type of Evidence: IV (Expert Opinion)*
REFERENCES:
Systematic Reviews:
Promoting engagement by patients and families to reduce adverse events in acute care settings: a systematic review. Berger Z, Flickinger TE, Pfoh E, Martinez KA, Dy SM. BMJ Quality & Safety. 2014 Jul;23(7):548-55. Full-text: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4079036/
Toward patient-centered care: a systematic review of older adults' views of quality emergency care. Shankar KN, Bhatia BK, Schuur JD. Annals of Emergency Medicine. 63(5):529-550.e1, 2014 May. Abstract only: http://www.ncbi.nlm.nih.gov/pubmed/?term=24051211
Toward patient-centered care: a systematic review of how to ask questions that matter to patients. Rosenzveig A; Kuspinar A; Daskalopoulou SS; Mayo NE. Medicine. 93(22):e120, 2014 Nov. Full-text: http://journals.lww.com/md-journal/Fulltext/2014/11020/Toward_Patient_Centered_Care___A_Systematic_Review.7.aspx
Toolkits, Handbooks, & Guides:
Striving for Excellence in Patient Relations. Processes in Ontario’s Hospitals. A Guide to Responding to Ontario Regulation 188/15. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/patient-relations-best-practices-improving-pr-en.pdf
Engaging with Patients and Caregivers about Patient Relations: A Guide for Hospitals. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/guide-engaging-patients-caregivers-en.pdf
A Resource Toolkit for Engaging Patient and Families at the Planning Table. April 2014. Alberta Health Services Engagement and Patient Experience Department. Available at: http://www.albertahealthservices.ca/PatientsFamilies/if-pf-pe-engage-toolkit.pdf
Empowering Patients and Families. Quality and Patient Safety Governance Toolkit, Section 4.0. Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario. Available at: https://www.oha.com/KnowledgeCentre/Library/QPSGT/Documents/Section%204%20-%20Empowering%20Patients%20and%20Families.pdf
Leading Practices in Emergency Department Patient Experience. Ontario Health Association; 2010/11. Available at: http://www.oha.com/KnowledgeCentre/Library/Documents/Leading Practices in Emergency Department Patient Experience.pdf
Patient-Centered Care Improvement Guide. Planetree and Picker Institute; 2008 Oct. Frampton S, Guastello S, Brady C, Hale M, Horowitz S, Bennett Smith S, Stone S. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Patient-Centered Care Improvement Guide.pdf
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Feb. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Partnering with Patients and Families to Enhance Safety and Quality - A Mini Toolkit.pdf
Working with Patient and Families as Advisors. Implementation Handbook. June 2013. Agency for Healthcare Research and Quality, Rockville, MD. Available at: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/strategy1/index.html
Supporting Resources:
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2010 Oct. Institute for Patient- and Family-Centered Care. Available from: http://www.ipfcc.org/pdf/getting_started.pdf
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Apr. Available from: http://www.ipfcc.org/visiting.pdf
Nursing Best Practice Guideline: Client Centred Care. Registered Nurses’ Association of Ontario; 2002 Jul [revised 2006]. Available at: http://rnao.ca/sites/rnao-ca/files/Client_Centred_Care.pdf
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. Ontario Hospital Association; 2011 Oct. Available from: http://www.oha.com/CurrentIssues/Issues/Documents/Improving the ED Expierience Survey Guide.pdf
Your Health Care – Be Involved [Internet]. Ontario Hospital Association. Available from: http://www.oha.com/KnowledgeCentre/Library/PatientSafety/Documents/1838_OHA_PSTpamphlet_ENG.pdf
Websites:
Patient Relations. Health Quality Ontario. Available at: http://www.hqontario.ca/Quality-Improvement/Patient-Relations
Institute for Patient- and Family-Centered Care. Home Page [Internet]. Bethesda (MD): Institute for Patient- and Family-Centred Care. Available at: http://www.ipfcc.org
HCAHPS Frequently Asked Questions [Internet]. National Research Corporation (NRC) Picker. Available at: http://www.nationalresearch.com/products-and-solutions/cahps/hcahps/faq/
Patients for Patient Safety Canada. Home Page [Internet]. Patients for Patient Safety Canada; Available from: http://www.patientsforpatientsafety.ca/English/Pages/default.aspx
Evidence-Informed |
How To Implement |
Toolbox |
Create partnerships in ambulatory settings |
In its Recommendations and Promising Practices on designing a patient and family-centred health care system, the Institute for Patient-and Family-Centred Care suggests creating partnerships in ambulatory settings. A sample of specific change ideas include:
More change ideas and information can be found in the Institute for Patient- and Family-Centred Care’s Recommendations and Promising Practices |
|
Create partnerships in ambulatory settings
Type of Evidence: IV (Expert Opinion)*
REFERENCES:
Systematic Reviews:
Promoting engagement by patients and families to reduce adverse events in acute care settings: a systematic review. Berger Z, Flickinger TE, Pfoh E, Martinez KA, Dy SM. BMJ Quality & Safety. 2014 Jul;23(7):548-55. Full-text: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4079036/
Toward patient-centered care: a systematic review of older adults' views of quality emergency care. Shankar KN, Bhatia BK, Schuur JD. Annals of Emergency Medicine. 63(5):529-550.e1, 2014 May. Abstract only: http://www.ncbi.nlm.nih.gov/pubmed/?term=24051211
Toward patient-centered care: a systematic review of how to ask questions that matter to patients. Rosenzveig A; Kuspinar A; Daskalopoulou SS; Mayo NE. Medicine. 93(22):e120, 2014 Nov. Full-text: http://journals.lww.com/md-journal/Fulltext/2014/11020/Toward_Patient_Centered_Care___A_Systematic_Review.7.aspx
Toolkits, Handbooks, & Guides:
Striving for Excellence in Patient Relations. Processes in Ontario’s Hospitals. A Guide to Responding to Ontario Regulation 188/15. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/patient-relations-best-practices-improving-pr-en.pdf
Engaging with Patients and Caregivers about Patient Relations: A Guide for Hospitals. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/guide-engaging-patients-caregivers-en.pdf
A Resource Toolkit for Engaging Patient and Families at the Planning Table. April 2014. Alberta Health Services Engagement and Patient Experience Department. Available at: http://www.albertahealthservices.ca/PatientsFamilies/if-pf-pe-engage-toolkit.pdf
Empowering Patients and Families. Quality and Patient Safety Governance Toolkit, Section 4.0. Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario. Available at: https://www.oha.com/KnowledgeCentre/Library/QPSGT/Documents/Section%204%20-%20Empowering%20Patients%20and%20Families.pdf
Leading Practices in Emergency Department Patient Experience. Ontario Health Association; 2010/11. Available at: http://www.oha.com/KnowledgeCentre/Library/Documents/Leading Practices in Emergency Department Patient Experience.pdf
Patient-Centered Care Improvement Guide. Planetree and Picker Institute; 2008 Oct. Frampton S, Guastello S, Brady C, Hale M, Horowitz S, Bennett Smith S, Stone S. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Patient-Centered Care Improvement Guide.pdf
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Feb. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Partnering with Patients and Families to Enhance Safety and Quality - A Mini Toolkit.pdf
Working with Patient and Families as Advisors. Implementation Handbook. June 2013. Agency for Healthcare Research and Quality, Rockville, MD. Available at: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/strategy1/index.html
Supporting Resources:
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2010 Oct. Institute for Patient- and Family-Centered Care. Available from: http://www.ipfcc.org/pdf/getting_started.pdf
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Apr. Available from: http://www.ipfcc.org/visiting.pdf
Nursing Best Practice Guideline: Client Centred Care. Registered Nurses’ Association of Ontario; 2002 Jul [revised 2006]. Available at: http://rnao.ca/sites/rnao-ca/files/Client_Centred_Care.pdf
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. Ontario Hospital Association; 2011 Oct. Available from: http://www.oha.com/CurrentIssues/Issues/Documents/Improving the ED Expierience Survey Guide.pdf
Your Health Care – Be Involved [Internet]. Ontario Hospital Association. Available from: http://www.oha.com/KnowledgeCentre/Library/PatientSafety/Documents/1838_OHA_PSTpamphlet_ENG.pdf
Websites:
Patient Relations. Health Quality Ontario. Available at: http://www.hqontario.ca/Quality-Improvement/Patient-Relations
Institute for Patient- and Family-Centered Care. Home Page [Internet]. Bethesda (MD): Institute for Patient- and Family-Centred Care. Available at: http://www.ipfcc.org
HCAHPS Frequently Asked Questions [Internet]. National Research Corporation (NRC) Picker. Available at: http://www.nationalresearch.com/products-and-solutions/cahps/hcahps/faq/
Patients for Patient Safety Canada. Home Page [Internet]. Patients for Patient Safety Canada; Available from: http://www.patientsforpatientsafety.ca/English/Pages/default.aspx
Evidence-Informed |
How To Implement |
Toolbox |
Educate health care professionals |
The Registered Nurses’ Association of Ontario (RNAO) recommends as a core principal that all nursing staff embrace as foundational to client centred care a set of values and beliefs in all aspects of their practice:
The RNAO also recommends that education of client-centred principles be part of standard education/core curriculum of nursing staff. To read more go to The Registered Nurses’ of Ontario’s Client Centred Care Best Practice Guidelines. In its Recommendations and Promising Practices on designing a patient and family-centred health care system, the Institute for Patient- and Family-Centred Care suggests educating health care professionals in patient-centred care. A sample of specific change ideas include:
More change ideas and information can be found in the Institute for Patient- and Family-Centred Care’s Recommendations and Promising Practices. Some additional ideas for education and training of health care staff include:
|
|
Educate health care professionals
Type of Evidence: IV (Expert Opinion)*
REFERENCES:
Systematic Reviews:
Promoting engagement by patients and families to reduce adverse events in acute care settings: a systematic review. Berger Z, Flickinger TE, Pfoh E, Martinez KA, Dy SM. BMJ Quality & Safety. 2014 Jul;23(7):548-55. Full-text: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4079036/
Toward patient-centered care: a systematic review of older adults' views of quality emergency care. Shankar KN, Bhatia BK, Schuur JD. Annals of Emergency Medicine. 63(5):529-550.e1, 2014 May. Abstract only: http://www.ncbi.nlm.nih.gov/pubmed/?term=24051211
Toward patient-centered care: a systematic review of how to ask questions that matter to patients. Rosenzveig A; Kuspinar A; Daskalopoulou SS; Mayo NE. Medicine. 93(22):e120, 2014 Nov. Full-text: http://journals.lww.com/md-journal/Fulltext/2014/11020/Toward_Patient_Centered_Care___A_Systematic_Review.7.aspx
Toolkits, Handbooks, & Guides:
Striving for Excellence in Patient Relations. Processes in Ontario’s Hospitals. A Guide to Responding to Ontario Regulation 188/15. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/patient-relations-best-practices-improving-pr-en.pdf
Engaging with Patients and Caregivers about Patient Relations: A Guide for Hospitals. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/guide-engaging-patients-caregivers-en.pdf
A Resource Toolkit for Engaging Patient and Families at the Planning Table. April 2014. Alberta Health Services Engagement and Patient Experience Department. Available at: http://www.albertahealthservices.ca/PatientsFamilies/if-pf-pe-engage-toolkit.pdf
Empowering Patients and Families. Quality and Patient Safety Governance Toolkit, Section 4.0. Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario. Available at: https://www.oha.com/KnowledgeCentre/Library/QPSGT/Documents/Section%204%20-%20Empowering%20Patients%20and%20Families.pdf
Leading Practices in Emergency Department Patient Experience. Ontario Health Association; 2010/11. Available at: http://www.oha.com/KnowledgeCentre/Library/Documents/Leading Practices in Emergency Department Patient Experience.pdf
Patient-Centered Care Improvement Guide. Planetree and Picker Institute; 2008 Oct. Frampton S, Guastello S, Brady C, Hale M, Horowitz S, Bennett Smith S, Stone S. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Patient-Centered Care Improvement Guide.pdf
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Feb. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Partnering with Patients and Families to Enhance Safety and Quality - A Mini Toolkit.pdf
Working with Patient and Families as Advisors. Implementation Handbook. June 2013. Agency for Healthcare Research and Quality, Rockville, MD. Available at: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/strategy1/index.html
Supporting Resources:
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2010 Oct. Institute for Patient- and Family-Centered Care. Available from: http://www.ipfcc.org/pdf/getting_started.pdf
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Apr. Available from: http://www.ipfcc.org/visiting.pdf
Nursing Best Practice Guideline: Client Centred Care. Registered Nurses’ Association of Ontario; 2002 Jul [revised 2006]. Available at: http://rnao.ca/sites/rnao-ca/files/Client_Centred_Care.pdf
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. Ontario Hospital Association; 2011 Oct. Available from: http://www.oha.com/CurrentIssues/Issues/Documents/Improving the ED Expierience Survey Guide.pdf
Your Health Care – Be Involved [Internet]. Ontario Hospital Association. Available from: http://www.oha.com/KnowledgeCentre/Library/PatientSafety/Documents/1838_OHA_PSTpamphlet_ENG.pdf
Websites:
Patient Relations. Health Quality Ontario. Available at: http://www.hqontario.ca/Quality-Improvement/Patient-Relations
Institute for Patient- and Family-Centered Care. Home Page [Internet]. Bethesda (MD): Institute for Patient- and Family-Centred Care. Available at: http://www.ipfcc.org
HCAHPS Frequently Asked Questions [Internet]. National Research Corporation (NRC) Picker. Available at: http://www.nationalresearch.com/products-and-solutions/cahps/hcahps/faq/
Patients for Patient Safety Canada. Home Page [Internet]. Patients for Patient Safety Canada; Available from: http://www.patientsforpatientsafety.ca/English/Pages/default.aspx
Evidence-Informed |
How To Implement |
Toolbox |
Educating health care leaders |
In its Recommendations and Promising Practices on designing a patient and family-centred health care system, the Institute for Patient-and Family-Centred Care suggests educating health care leaders in patient-centred care. A sample of specific change ideas include:
More change ideas and information can be found in the Institute for Patient- and Family-Centred Care’s Recommendations and Promising Practices.
Change ideas can also be found in the Hospital Quality Improvement Plans 2014-2015. Change Ideas (p. 13), Health Quality Ontario. |
|
Type of Evidence: IV (Expert Opinion)*
REFERENCES:
Systematic Reviews:
Promoting engagement by patients and families to reduce adverse events in acute care settings: a systematic review. Berger Z, Flickinger TE, Pfoh E, Martinez KA, Dy SM. BMJ Quality & Safety. 2014 Jul;23(7):548-55. Full-text: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4079036/
Toward patient-centered care: a systematic review of older adults' views of quality emergency care. Shankar KN, Bhatia BK, Schuur JD. Annals of Emergency Medicine. 63(5):529-550.e1, 2014 May. Abstract only: http://www.ncbi.nlm.nih.gov/pubmed/?term=24051211
Toward patient-centered care: a systematic review of how to ask questions that matter to patients. Rosenzveig A; Kuspinar A; Daskalopoulou SS; Mayo NE. Medicine. 93(22):e120, 2014 Nov. Full-text: http://journals.lww.com/md-journal/Fulltext/2014/11020/Toward_Patient_Centered_Care___A_Systematic_Review.7.aspx
Toolkits, Handbooks, & Guides:
Striving for Excellence in Patient Relations. Processes in Ontario’s Hospitals. A Guide to Responding to Ontario Regulation 188/15. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/patient-relations-best-practices-improving-pr-en.pdf
Engaging with Patients and Caregivers about Patient Relations: A Guide for Hospitals. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/guide-engaging-patients-caregivers-en.pdf
A Resource Toolkit for Engaging Patient and Families at the Planning Table. April 2014. Alberta Health Services Engagement and Patient Experience Department. Available at: http://www.albertahealthservices.ca/PatientsFamilies/if-pf-pe-engage-toolkit.pdf
Empowering Patients and Families. Quality and Patient Safety Governance Toolkit, Section 4.0. Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario. Available at: https://www.oha.com/KnowledgeCentre/Library/QPSGT/Documents/Section%204%20-%20Empowering%20Patients%20and%20Families.pdf
Leading Practices in Emergency Department Patient Experience. Ontario Health Association; 2010/11. Available at: http://www.oha.com/KnowledgeCentre/Library/Documents/Leading Practices in Emergency Department Patient Experience.pdf
Patient-Centered Care Improvement Guide. Planetree and Picker Institute; 2008 Oct. Frampton S, Guastello S, Brady C, Hale M, Horowitz S, Bennett Smith S, Stone S. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Patient-Centered Care Improvement Guide.pdf
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Feb. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Partnering with Patients and Families to Enhance Safety and Quality - A Mini Toolkit.pdf
Working with Patient and Families as Advisors. Implementation Handbook. June 2013. Agency for Healthcare Research and Quality, Rockville, MD. Available at: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/strategy1/index.html
Supporting Resources:
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2010 Oct. Institute for Patient- and Family-Centered Care. Available from: http://www.ipfcc.org/pdf/getting_started.pdf
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Apr. Available from: http://www.ipfcc.org/visiting.pdf
Nursing Best Practice Guideline: Client Centred Care. Registered Nurses’ Association of Ontario; 2002 Jul [revised 2006]. Available at: http://rnao.ca/sites/rnao-ca/files/Client_Centred_Care.pdf
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. Ontario Hospital Association; 2011 Oct. Available from: http://www.oha.com/CurrentIssues/Issues/Documents/Improving the ED Expierience Survey Guide.pdf
Your Health Care – Be Involved [Internet]. Ontario Hospital Association. Available from: http://www.oha.com/KnowledgeCentre/Library/PatientSafety/Documents/1838_OHA_PSTpamphlet_ENG.pdf
Websites:
Patient Relations. Health Quality Ontario. Available at: http://www.hqontario.ca/Quality-Improvement/Patient-Relations
Institute for Patient- and Family-Centered Care. Home Page [Internet]. Bethesda (MD): Institute for Patient- and Family-Centred Care. Available at: http://www.ipfcc.org
HCAHPS Frequently Asked Questions [Internet]. National Research Corporation (NRC) Picker. Available at: http://www.nationalresearch.com/products-and-solutions/cahps/hcahps/faq/
Patients for Patient Safety Canada. Home Page [Internet]. Patients for Patient Safety Canada; Available from: http://www.patientsforpatientsafety.ca/English/Pages/default.aspx
Evidence-Informed |
How To Implement |
Toolbox |
Evaluate and research patient-centred health care |
In its Recommendations and Promising Practices on designing a patient and family-centred health care system, the Institute for Patient-and Family-Centred Care suggests evaluating and researching patient-centred health care. A sample of specific change ideas include:
More change ideas and information can be found in the Institute for Patient- and Family-Centred Care’s Recommendations and Promising Practices |
|
Evaluate and research patient-centred health care
Type of Evidence: IV (Expert Opinion)*
REFERENCES:
Systematic Reviews:
Promoting engagement by patients and families to reduce adverse events in acute care settings: a systematic review. Berger Z, Flickinger TE, Pfoh E, Martinez KA, Dy SM. BMJ Quality & Safety. 2014 Jul;23(7):548-55. Full-text: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4079036/
Toward patient-centered care: a systematic review of older adults' views of quality emergency care. Shankar KN, Bhatia BK, Schuur JD. Annals of Emergency Medicine. 63(5):529-550.e1, 2014 May. Abstract only: http://www.ncbi.nlm.nih.gov/pubmed/?term=24051211
Toward patient-centered care: a systematic review of how to ask questions that matter to patients. Rosenzveig A; Kuspinar A; Daskalopoulou SS; Mayo NE. Medicine. 93(22):e120, 2014 Nov. Full-text: http://journals.lww.com/md-journal/Fulltext/2014/11020/Toward_Patient_Centered_Care___A_Systematic_Review.7.aspx
Toolkits, Handbooks, & Guides:
Striving for Excellence in Patient Relations. Processes in Ontario’s Hospitals. A Guide to Responding to Ontario Regulation 188/15. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/patient-relations-best-practices-improving-pr-en.pdf
Engaging with Patients and Caregivers about Patient Relations: A Guide for Hospitals. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/guide-engaging-patients-caregivers-en.pdf
A Resource Toolkit for Engaging Patient and Families at the Planning Table. April 2014. Alberta Health Services Engagement and Patient Experience Department. Available at: http://www.albertahealthservices.ca/PatientsFamilies/if-pf-pe-engage-toolkit.pdf
Empowering Patients and Families. Quality and Patient Safety Governance Toolkit, Section 4.0. Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario. Available at: https://www.oha.com/KnowledgeCentre/Library/QPSGT/Documents/Section%204%20-%20Empowering%20Patients%20and%20Families.pdf
Leading Practices in Emergency Department Patient Experience. Ontario Health Association; 2010/11. Available at: http://www.oha.com/KnowledgeCentre/Library/Documents/Leading Practices in Emergency Department Patient Experience.pdf
Patient-Centered Care Improvement Guide. Planetree and Picker Institute; 2008 Oct. Frampton S, Guastello S, Brady C, Hale M, Horowitz S, Bennett Smith S, Stone S. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Patient-Centered Care Improvement Guide.pdf
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Feb. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Partnering with Patients and Families to Enhance Safety and Quality - A Mini Toolkit.pdf
Working with Patient and Families as Advisors. Implementation Handbook. June 2013. Agency for Healthcare Research and Quality, Rockville, MD. Available at: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/strategy1/index.html
Supporting Resources:
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2010 Oct. Institute for Patient- and Family-Centered Care. Available from: http://www.ipfcc.org/pdf/getting_started.pdf
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Apr. Available from: http://www.ipfcc.org/visiting.pdf
Nursing Best Practice Guideline: Client Centred Care. Registered Nurses’ Association of Ontario; 2002 Jul [revised 2006]. Available at: http://rnao.ca/sites/rnao-ca/files/Client_Centred_Care.pdf
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. Ontario Hospital Association; 2011 Oct. Available from: http://www.oha.com/CurrentIssues/Issues/Documents/Improving the ED Expierience Survey Guide.pdf
Your Health Care – Be Involved [Internet]. Ontario Hospital Association. Available from: http://www.oha.com/KnowledgeCentre/Library/PatientSafety/Documents/1838_OHA_PSTpamphlet_ENG.pdf
Websites:
Patient Relations. Health Quality Ontario. Available at: http://www.hqontario.ca/Quality-Improvement/Patient-Relations
Institute for Patient- and Family-Centered Care. Home Page [Internet]. Bethesda (MD): Institute for Patient- and Family-Centred Care. Available at: http://www.ipfcc.org
HCAHPS Frequently Asked Questions [Internet]. National Research Corporation (NRC) Picker. Available at: http://www.nationalresearch.com/products-and-solutions/cahps/hcahps/faq/
Patients for Patient Safety Canada. Home Page [Internet]. Patients for Patient Safety Canada; Available from: http://www.patientsforpatientsafety.ca/English/Pages/default.aspx
Evidence-Informed |
How To Implement |
Toolbox |
Measurement and feedback |
To learn about patient surveys to improve patient experience in Emergency Rooms, refer to the Ontario Hospital Association’s Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. |
|
Type of Evidence: IV (Expert Opinion)*
REFERENCES:
Systematic Reviews:
Promoting engagement by patients and families to reduce adverse events in acute care settings: a systematic review. Berger Z, Flickinger TE, Pfoh E, Martinez KA, Dy SM. BMJ Quality & Safety. 2014 Jul;23(7):548-55. Full-text: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4079036/
Toward patient-centered care: a systematic review of older adults' views of quality emergency care. Shankar KN, Bhatia BK, Schuur JD. Annals of Emergency Medicine. 63(5):529-550.e1, 2014 May. Abstract only: http://www.ncbi.nlm.nih.gov/pubmed/?term=24051211
Toward patient-centered care: a systematic review of how to ask questions that matter to patients. Rosenzveig A; Kuspinar A; Daskalopoulou SS; Mayo NE. Medicine. 93(22):e120, 2014 Nov. Full-text: http://journals.lww.com/md-journal/Fulltext/2014/11020/Toward_Patient_Centered_Care___A_Systematic_Review.7.aspx
Toolkits, Handbooks, & Guides:
Striving for Excellence in Patient Relations. Processes in Ontario’s Hospitals. A Guide to Responding to Ontario Regulation 188/15. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/patient-relations-best-practices-improving-pr-en.pdf
Engaging with Patients and Caregivers about Patient Relations: A Guide for Hospitals. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/guide-engaging-patients-caregivers-en.pdf
A Resource Toolkit for Engaging Patient and Families at the Planning Table. April 2014. Alberta Health Services Engagement and Patient Experience Department. Available at: http://www.albertahealthservices.ca/PatientsFamilies/if-pf-pe-engage-toolkit.pdf
Empowering Patients and Families. Quality and Patient Safety Governance Toolkit, Section 4.0. Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario. Available at: https://www.oha.com/KnowledgeCentre/Library/QPSGT/Documents/Section%204%20-%20Empowering%20Patients%20and%20Families.pdf
Leading Practices in Emergency Department Patient Experience. Ontario Health Association; 2010/11. Available at: http://www.oha.com/KnowledgeCentre/Library/Documents/Leading Practices in Emergency Department Patient Experience.pdf
Patient-Centered Care Improvement Guide. Planetree and Picker Institute; 2008 Oct. Frampton S, Guastello S, Brady C, Hale M, Horowitz S, Bennett Smith S, Stone S. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Patient-Centered Care Improvement Guide.pdf
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Feb. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Partnering with Patients and Families to Enhance Safety and Quality - A Mini Toolkit.pdf
Working with Patient and Families as Advisors. Implementation Handbook. June 2013. Agency for Healthcare Research and Quality, Rockville, MD. Available at: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/strategy1/index.html
Supporting Resources:
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2010 Oct. Institute for Patient- and Family-Centered Care. Available from: http://www.ipfcc.org/pdf/getting_started.pdf
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Apr. Available from: http://www.ipfcc.org/visiting.pdf
Nursing Best Practice Guideline: Client Centred Care. Registered Nurses’ Association of Ontario; 2002 Jul [revised 2006]. Available at: http://rnao.ca/sites/rnao-ca/files/Client_Centred_Care.pdf
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. Ontario Hospital Association; 2011 Oct. Available from: http://www.oha.com/CurrentIssues/Issues/Documents/Improving the ED Expierience Survey Guide.pdf
Your Health Care – Be Involved [Internet]. Ontario Hospital Association. Available from: http://www.oha.com/KnowledgeCentre/Library/PatientSafety/Documents/1838_OHA_PSTpamphlet_ENG.pdf
Websites:
Patient Relations. Health Quality Ontario. Available at: http://www.hqontario.ca/Quality-Improvement/Patient-Relations
Institute for Patient- and Family-Centered Care. Home Page [Internet]. Bethesda (MD): Institute for Patient- and Family-Centred Care. Available at: http://www.ipfcc.org
HCAHPS Frequently Asked Questions [Internet]. National Research Corporation (NRC) Picker. Available at: http://www.nationalresearch.com/products-and-solutions/cahps/hcahps/faq/
Patients for Patient Safety Canada. Home Page [Internet]. Patients for Patient Safety Canada; Available from: http://www.patientsforpatientsafety.ca/English/Pages/default.aspx
Evidence-Informed |
How To Implement |
Toolbox |
Create partnerships with supporting organizations |
In its Recommendations and Promising Practices on designing a patient and family-centred health care system, the Institute for Patient- and Family-Centred Care suggests creating partnerships with supporting organizations, such as:
A sample of specific change ideas include:
More change ideas and information can be found in the Institute for Patient- and Family-Centred Care’s Recommendations and Promising Practices. |
|
Create partnerships with supporting organizations
Type of Evidence: IV (Expert Opinion)*
REFERENCES:
Systematic Reviews:
Promoting engagement by patients and families to reduce adverse events in acute care settings: a systematic review. Berger Z, Flickinger TE, Pfoh E, Martinez KA, Dy SM. BMJ Quality & Safety. 2014 Jul;23(7):548-55. Full-text: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4079036/
Toward patient-centered care: a systematic review of older adults' views of quality emergency care. Shankar KN, Bhatia BK, Schuur JD. Annals of Emergency Medicine. 63(5):529-550.e1, 2014 May. Abstract only: http://www.ncbi.nlm.nih.gov/pubmed/?term=24051211
Toward patient-centered care: a systematic review of how to ask questions that matter to patients. Rosenzveig A; Kuspinar A; Daskalopoulou SS; Mayo NE. Medicine. 93(22):e120, 2014 Nov. Full-text: http://journals.lww.com/md-journal/Fulltext/2014/11020/Toward_Patient_Centered_Care___A_Systematic_Review.7.aspx
Toolkits, Handbooks, & Guides:
Striving for Excellence in Patient Relations. Processes in Ontario’s Hospitals. A Guide to Responding to Ontario Regulation 188/15. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/patient-relations-best-practices-improving-pr-en.pdf
Engaging with Patients and Caregivers about Patient Relations: A Guide for Hospitals. Health Quality Ontario. 2015. Available at: http://www.hqontario.ca/Portals/0/Documents/qi/guide-engaging-patients-caregivers-en.pdf
A Resource Toolkit for Engaging Patient and Families at the Planning Table. April 2014. Alberta Health Services Engagement and Patient Experience Department. Available at: http://www.albertahealthservices.ca/PatientsFamilies/if-pf-pe-engage-toolkit.pdf
Empowering Patients and Families. Quality and Patient Safety Governance Toolkit, Section 4.0. Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario. Available at: https://www.oha.com/KnowledgeCentre/Library/QPSGT/Documents/Section%204%20-%20Empowering%20Patients%20and%20Families.pdf
Leading Practices in Emergency Department Patient Experience. Ontario Health Association; 2010/11. Available at: http://www.oha.com/KnowledgeCentre/Library/Documents/Leading Practices in Emergency Department Patient Experience.pdf
Patient-Centered Care Improvement Guide. Planetree and Picker Institute; 2008 Oct. Frampton S, Guastello S, Brady C, Hale M, Horowitz S, Bennett Smith S, Stone S. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Patient-Centered Care Improvement Guide.pdf
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Feb. Available at: http://www.hqontario.ca/portals/0/Modals/qi/en/processmap_pdfs/tools/Partnering with Patients and Families to Enhance Safety and Quality - A Mini Toolkit.pdf
Working with Patient and Families as Advisors. Implementation Handbook. June 2013. Agency for Healthcare Research and Quality, Rockville, MD. Available at: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/strategy1/index.html
Supporting Resources:
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2010 Oct. Institute for Patient- and Family-Centered Care. Available from: http://www.ipfcc.org/pdf/getting_started.pdf
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation. Bethesda (MD): Institute for Patient- and Family-Centred Care; 2011 Apr. Available from: http://www.ipfcc.org/visiting.pdf
Nursing Best Practice Guideline: Client Centred Care. Registered Nurses’ Association of Ontario; 2002 Jul [revised 2006]. Available at: http://rnao.ca/sites/rnao-ca/files/Client_Centred_Care.pdf
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys. Ontario Hospital Association; 2011 Oct. Available from: http://www.oha.com/CurrentIssues/Issues/Documents/Improving the ED Expierience Survey Guide.pdf
Your Health Care – Be Involved [Internet]. Ontario Hospital Association. Available from: http://www.oha.com/KnowledgeCentre/Library/PatientSafety/Documents/1838_OHA_PSTpamphlet_ENG.pdf
Websites:
Patient Relations. Health Quality Ontario. Available at: http://www.hqontario.ca/Quality-Improvement/Patient-Relations
Institute for Patient- and Family-Centered Care. Home Page [Internet]. Bethesda (MD): Institute for Patient- and Family-Centred Care. Available at: http://www.ipfcc.org
HCAHPS Frequently Asked Questions [Internet]. National Research Corporation (NRC) Picker. Available at: http://www.nationalresearch.com/products-and-solutions/cahps/hcahps/faq/
Patients for Patient Safety Canada. Home Page [Internet]. Patients for Patient Safety Canada; Available from: http://www.patientsforpatientsafety.ca/English/Pages/default.aspx
Lancet. 2003 Oct 11;362(9391):1225-30.
Available from:
http://www.ncbi.nlm.nih.gov/pubmed/14568747
How will we know if a change is an improvement? Measurement is one of the critical steps in a quality improvement (QI) initiative that assesses the impact of your tests of change. Quality indicators are used to measure how well something is performing. There are three types of quality indicators used to measure your QI efforts: outcome (indicators that capture clinical outcomes and or system performance), process (indicators that track the processes that measure whether the system is working as planned), and balancing indicators (indicators that ensure that changing one part of the system does not cause new problems in other parts of the system).
Type of Indicator | Indicator of Quality Improvement | How to Calculate: numerator __________ denominator |
Targets/ Benchmarks | How is This Indicator Used? |
---|---|---|---|---|
Outcome | Percentage of patients who would definitely recommend their hospital to friends and family:
|
Number of patients who responded “Yes, definitely” (for NRC Canada), or “Definitely yes” (for HCAHPS) Number of patients who registered any response to this question (do not include non-respondents) |
Targets: As high as possible (100%) Provincial benchmarks*: Hospital Inpatients: 81.8% Emergency Department: 70.6% |
Quality improvement QIP indicator Publicly reported by HQO |
Percentage of patients who would rate the overall care and services received at the hospital as excellent, very good, or good:
|
Number of patients who responded “Excellent”, “Very good”, and “Good” Number of patients who registered any response to this question (do not include non-respondents) |
Targets: As high as possible (100%) Provincial benchmarks*: Hospital Inpatients: 96.4% Emergency Department: 91.8% |
Quality improvement QIP indicator Publicly reported by HQO |
Collected measures can be presented graphically by plugging the monthly results into a run chart.
For a more comprehensive list of tools and resources, visit the following links on our HQO website:
Patient experience is an important measure of Ontarians’ experience with the health care system. Patients and families have the unique experience, expertise, insights, and perspectives that can be invaluable to bringing about transformational change in health care and enhancing quality and safety.1,2 A paradigm shift toward a patient-centred health system is needed in order to deliver care that is sensitive to patients’ concerns and comfort, and that actively involves patients and family members in shared decision-making about their care. The Picker Institute outlines eight principles of patient- centered care:3
A gap still exists between the kind of care patients receive, and the kind of care they should be receiving. Provincial averages are still well below the benchmarks released in January 2012. The Table below demonstrates the benchmarks and provincial averages, as well as shows where there has been progress as reported in the 2014-2015 Quality Improvement Plans.
The Excellent Care for All Act in Ontario requires every hospital to have a patient relations process that reflects the content of their patient declaration of values.4 In addition, hospitals are to conduct annual patient/caregiver experience surveys and make reference to both the patient relations process and the results from the survey(s) in the development of their annual Quality Improvement Plan to address patient experience issues. Although the Act was established in 2010, the 2012 Quality Monitor has reported that about one in three hospital patients does not get answers to questions he or she can understand.5
There are exciting opportunities for improving patient and family experience around communication, engagement in decisions, and coordination of care. Enhancing patient health care experiences will ensure the Ontario health care system can provide the best care possible for the province.
Bethesda (MD): Institute for Family-Centred Care and the Institute for Healthcare Improvement; 2008 Apr [cited 2012 Dec 18]
Available from: http://www.ipfcc.org/pdf/PartneringwithPatientsandFamilies.pdf
Governance Centre of Excellence (Ontario Hospital Association) and Health Quality Ontario; Section 4.0, Empowering Patients and Families.
Available from: https://www.oha.com/KNOWLEDGECENTRE/LIBRARY/QPSGT/Pages/QualityandPatientSafety.aspx
[cited 2015 Oct 27]
Available from: http://pickerinstitute.org/about/picker-principles/
Patient Relations Process.
Available at: http://canlii.ca/t/52hqm
Toronto: Health Quality Ontario; 2012 Sept [cited 2015 Oct 27], p. 30.
Available from: http://www.hqontario.ca/portals/0/Documents/pr/qmonitor-full-report-2012-en.pdf