Client- and Family-Centred Care is a key priority in health care across Canada, and many jurisdictions are collecting client feedback information to help inform quality improvement efforts. Experience of Care surveys help to influence improvements in care, enhance strategic decision making, meet clients’ expectations, manage and monitor health care performance, and document benchmarks. The collection of client and patient feedback through Experience of Care surveys is also an Accreditation Canada requirement.
In partnership with the Dept of Quality, Patient Safety, and Risk Management, we, in the Applied Health Research and Evaluation Division, are currently developing and administering Experience of Care surveys to thousands of patients/clients/residents who have received service from Eastern Health. Some of the programs included are: Mental Health and Addictions, Long-term Care, Acute Care, Emergency Programs, Public Health, and Primary Health Care. Recipients may receive a survey in the mail or by email. Data are analyzed and results presented to staff, managers, and directors in the relevant program areas.