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 Experience of Care survey is undertaken by the Evaluation Division. In partnership with Quality, Patient Safety, and Risk Management, the Evaluation Division develops and administers Experience of Care surveys to thousands of patients, clients and residents who have received service from Eastern Health. Some of the care areas include: 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 is analyzed and results presented to staff, managers and directors in the relevant program areas. Client and Family-Centred Care is a key priority in health-care across Canada, and many jurisdictions collect client feedback to help inform quality improvement efforts. The collection of client and patient feedback through Experience of Care surveys is also an Accreditation Canada requirement.
Experience of Care surveys are ongoing.