Measuring patient experience at the South Bruce Grey Health Centre

One year after implementing a new patient experience surveying program at the South Bruce Grey Health Centre, more than 1,400 patients have shared their experiences with the hospital organization.

In September, 2015, the program was launched at the health centre's four sites, Kincardine, Walkerton, Chesley and Durham, surveying patients on their experience in the areas of acute care, emergency, family birthing centre, and surgical services, on discharge from the hospital.
 

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Ashley Wilson (right), medical radiation technologist at the Kincardine hospital site, holds up a patient experience survey
 

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In April, 2016, surveying was expanded to include paramedical services (diagnostic imaging, laboratory, cardio-respiratory and outpatient physiotherapy).

The results are compiled monthly and shared with the entire staff and the quality committee of the health centre's board of directors. The first year of responses reflect the commitment of the health centre's front-line staff to delivering high-quality, patient-centred care. In all areas, the overall rating of care exceeded 95 per cent.

"I would like to thank all those who have taken the time to share their experiences with us," said Paul Rosebush, president and chief executive officer of the health centre. "The feedback we receive from our patients and visitors is invaluable, and we use it, whenever possible, to make improvements."

He added that this tool is also used to recognize staff in the organization for contributing to positive patient experiences.

"There is a section on the survey where patients can identify staff who helped make their experience excellent," said Rosebush. "At the end of the month, I personally send thank-you notes to everyone who is recognized."

The surveys can also be completed on-line at www.sbghc.on.ca/patients-visitors/patient-experience-surveys.


 

Holding a patient experience survey are laboratory staff at the South Bruce Grey Health Centre's Walkerton site; from left, are: Steven Sarunsky, Jason Noonan, Hong Zhang, Mary McGlynn, Razan Nour, Trisha McTeer, Bente Plantt and Carolyn MacDuff; photos courtesy of the South Bruce Grey Health Centre