Theme 3. Transforming patients’ and caregivers’ experience and health
Presentation Materials (Members only)
Tips and Tools to capture the patient’s experience in primary care. What are they thinking? Approaches, ideas, and tools to measure patient experience in your practice.
(I) Tips and Tools to Capture the Patient’s Experience in Primary Care using the NHS’s Experience-Based Design (EBD) Methodology
Summary
Patient experience – what’s it all about? Differentiating between and understanding our patient’s experiences of care from their level of satisfaction are essential in the delivery of high quality patient care. Experience Based Design (ebd) is a methodology developed by the NHS in the United Kingdom. It is comprised of four phases: Capture, Understand, Improve, and Measure, all designed to assess and improve patients’ experiences. During the presentation attendees will learn the theory of the methodology and understand the specific tools that can be applied in their practices to achieve successes similar to those that will be described in the presentation. The objective of this presentation is to build capacity in primary care and community organizations to lead and implement patient experience improvement work in their teams.
Presenters
- Partnering for Quality Program, South West CCAC:
- Rachel LaBonte, Program Lead
- Jennifer Jackson, Quality Improvement Coach
Learning Objectives
Attendees will :
- Receive an introduction to the tools and techniques developed in the NHS to capture and understand patient’s experiences.
- Experience some of the tools in action
- Leave with the foundational knowledge of the ebd approach in hopes they consider application back at their own team/site.
(II) What are they thinking? Approaches, Ideas and Tools to Measure Patient Experience in Your Practice
Learning Objectives
Session attendees will learn about primary care patient experience measurement activities at the health system level (provincial, regional) as well as the practice-level. Participants will acquire knowledge about the tools and resources available to them to support practice-level patient experience measurement and gain insight into practical ideas for how to design, implement, interpret, and then translate patient experience data into meaningful quality improvement in their practice environment.
Summary
Including the voice of the patient in our efforts to improve primary care quality has become a key objective of policy makers, primary care organizations, and patients themselves. However, it has not always been clear how best to measure and then use data on the patient experience. This session will present the new primary care patient experience survey developed and tested through a collaborative project that included HQO, AFHTO, OMA, OCFP, and the AOHC. Presenters from across the primary care health system will highlight the provincial and regional resources available to assist organizations with patient experience measurement and approaches for translating patient feedback into practice improvement. The collaborative approach of the Champlain LHIN’s FHT patient experience measurement partnership project, which developed and supported a common patient survey across 19 FHTS, reported results back to the FHTS for benchmarking performance, identifying priorities for improvement, and enabling sharing of experiences and strategies across FHTS, will be presented. Practical ways to design, implement, and then act upon patient experience data in a primary care practice will be presented. The alignment of patient experience measurement to broader performance measurement strategies such as quality improvement plans, data to decisions, the provincial primary care performance measurement framework, and the primary care practice reports will be discussed.
Presenters
- Sharon Johnston, Family Physician, Clinician Investigator, University of Ottawa, Department of Family Medicine, Bruyère FHT
- Gail Dobell, PhD, Director, Performance Measurement, Health Quality Ontario
- Susan Taylor, Director, Quality Improvement, Health Quality Ontario
- Elizabeth Muggah, MD, MPH, Family Physician, Director of Quality Improvement, University of Ottawa, Department of Family Medicine, Bruyère FHT
- Ellie Kingsbury, MLT, QIDSS, Équipe de santé familiale académique de Monfort