Sharing Patient Experience Results with Patient & Family Advisors CIUSSS West-Central -

1 CIUSSS West-Central Montreal - Jewish General Hospital Paula Calestagne is currently a Patient Experience, Quality & Safety Advisor at the Jewish General Hospital, part of the Integrated Health and Social Services University Network for West-Central Montreal (CIUSSS West-Central Montreal). Located in Montreal, Québec, .

2 CIUSSS West-Central Montreal - Jewish General Hospital CIUSSS West-Central Montreal – Jewish General Hospital

• The Integrated Health and Social Services University Network for West-Central Montreal (CIUSSS West-Central Montreal) was formed in 2015, grouping the Cavendish and de la Montagne health and social services centers (CSSS), the Jewish General Hospital, Jewish Elder Care Centre, Donald Berman Maimonides Geriatric Centre, Mount Sinai Hospital, MAB-Mackay and Constance-Lethbridge rehabilitation centers and the Miriam Home and Services together • During the most recent census, its population was evaluated at approximately 342,000 persons, of which more than 55,000 (16.2%) were aged 65 years or older. Compared to the whole of the Montreal area, the population of this territory has a proportionally higher number of vulnerable populations. It employs 9, 054 staff and 700 physicians work in the various installations • The Jewish General Hospital, is a member institution of the CIUSSS West-Central Montreal. It is an acute-care University teaching hospital, serving patients from Montreal, across the province of and beyond.

3 CIUSSS West-Central Montreal - Jewish General Hospital Background

• Within our institution, great emphasis is placed on the patient- centered approach. Ensuring patient representation on key hospital committees, using patient experience indicators, and developing our patient advisors group were all key steps in our journey to include patients as partners in their care. • We realized that sharing data from our ongoing hospital-wide survey with patient & family advisors on a routine and timely basis, would be an excellent opportunity to allow patients’ voices to be heard and inform the work of this group.

4 CIUSSS West-Central Montreal - Jewish General Hospital Planning • Our Quality Program began measuring patient satisfaction levels on a ongoing basis in 2005. In 2015, we switched survey tools and methodology. We began using the Canadian Patient Experiences Survey–Inpatient Care to measure the patient experience. This switch presented a unique opportunity to educate various stakeholders about the “top-box” methodology, while routinely providing them with their results. • Sample reports were created, reviewed and revised with input from stakeholders throughout the hospital. These reports were the basis of presentations to the patient & family advisors. 5 CIUSSS West-Central Montreal - Jewish General Hospital Planning

• As a result of extensive government restructuring within our provincial healthcare system, a new Patient Experience Office was created in our CIUSSS. • The Chief of the Patient Experience office decided, early in her mandate, that semi-regular presentations to the patient & family advisors would be a priority. • An initial presentation was made to the advisors. This initial presentation described the history of the previous “Patient Satisfaction office”, introduced the advisors to patient experience measurement and explained the current survey methodology.

6 CIUSSS West-Central Montreal - Jewish General Hospital Method

• Based on direct feedback from the advisors, it was decided that future presentations would alternate between presentation of statistics/numbers and presentation of comments from patients. • The initial quarterly presentaion focused on the statistical results from the most recent quarter. Placing these numbers in the context of our CIUSSS was key. • Results were presented both globally and for the specific units/departments that advisors were involved with. A lengthy discussion period was planned.

7 CIUSSS West-Central Montreal - Jewish General Hospital Presentation format - data • Data was presented in a dashboard format; allowing the advisors to see the numbers relative to earlier years and the HCAHPS averages.

JGH JGH JGH JGH HCAHPS 2015-16 2016-17 2016-17 2016-17 2015-16 Q1 Q2 Q3 (Benchmark)

100%

80%

60%

40% %boxTop reponses 20%

0%

9 CIUSSS West-Central Montreal - Jewish General Hospital Presentation format - comments

• Comments were anonymized – professions were used to replace names. • An analysis of comments included a breakdown into strengths/areas to improve, breakdown by dimensions, and breakdown according to trends. • Comments related to specific projects/initiatives with advisor involvement were highlighted.

8 CIUSSS West-Central Montreal - Jewish General Hospital Outcomes

• Patient experience feedback is routinely being shared with our patient & family advisors. • The format of the presentations are flexible, tailored to the specific meeting topic or more general in nature. • A “refresher” presentation is planned annually, to reinforce the basics. As new advisor groups are welcomed, patient experience measurement is explained as part of their orientation.

10 CIUSSS West-Central Montreal - Jewish General Hospital Key lessons

• Scheduling patient experience presentations to coincide with the release of other indictor date made it easier to place this data in context. • Supporting the patient advisors as they receive patient feedback was crucial. They must understand the methodology and the data to use it effectively. • Asking the advisors to decide how they would like to receive this information was key. Splitting the statistics and the comments/narratives into separate presentations has worked well to- date.

11 CIUSSS West-Central Montreal - Jewish General Hospital Please feel free to contact me if you have any questions.

Paula Calestagne

▪ [email protected]

▪ (514) 340 – 8222 ext. 24813

▪ http:// www.jgh.ca

Thank you to our patient & family advisors for all that you do !

12 CIUSSS West-Central Montreal - Jewish General Hospital