Monday, August 25, 2014
Huron Perth Healthcare Alliance
HPHA Once Again Leads the Province in Patient Satisfaction
Data from patient experience surveys conducted between April 1, 2012 and March 31, 2013 by National Research Corporation Canada (NRCC) has once again shone a spotlight on Huron Perth Healthcare Alliance (HPHA) hospital sites. The Seaforth Community Hospital has been graced with top performer status in the following categories:
- Emergency Department, overall care and services received: Top Performer in all peer groups and in the small hospital peer group and;
- Inpatient, overall care and services received: 1 of 2 Top Performers in all peer groups and in the small hospital peer group.
Seaforth resident Robert McDowell has been on the receiving end of this high performance care. On September 29, 2012 Robert was rushed by ambulance to the Seaforth Community Hospital Emergency Department after experiencing the signs and symptoms of a heart attack. “From the time the paramedics arrived and until I was sent to St. Marys Hospital in Kitchener I can say, without hesitation, my care was exceptional,” says Robert. “Dr. Heather Percival and the Nurses knew exactly what needed to be done and were efficient and professional in seeing to my care. They kept me calm and got me stable, even after having to use the defibrillator four times.”
As a precaution Dr. Percival and an intern accompanied Robert on his transfer to Kitchener. It was there he was diagnosed with a 98% blockage of his LAD artery and a stent was inserted. “I was later told by a Doctor that the blocked artery I had was often referred to as ‘the widow maker’ and that I was fortunate to have the expertise that was needed in Seaforth,” recalls Robert. “Although I don’t remember a lot of what went on, I can honestly say that while at Seaforth Community Hospital I never had a feeling of
panic. One of the concerns my wife and I had when deciding to move to a small town, was the level of health care we would receive if needed. That concern quickly disappeared.”
“Nothing is more important in the life of a healthcare professional, in the life of our entire healthcare team, than meeting and exceeding the needs of those we are here to serve,“ says Andrew Williams, HPHA President & CEO. “Feedback from surveys administered on our behalf by the NRCC, along with our own Patient Satisfaction surveys, allows us to ensure we are taking the voice of the patient and linking it directly to the planning and decisions we are making across the HPHA.”
While Robert’s experience was positive, and reinforces why HPHA is a regular leader in overall patient satisfaction, there is also a need to hear feedback that shares ways in which the Alliance can continue to improve.
To accomplish this HPHA is launching their new Patient & Family Experience Framework. “In the coming months we’ll look to more current and former patients and their families to share with us their experiences in health care,” says Anne Campbell, Vice President Partnerships and Patient Experience.
“Not only will we be improving our patient feedback processes, offering several different ways in which patients and families can share their stories, we will also be asking them to consider an advisory role within the Alliance, joining our Unit Action Councils, Care Teams and other committees. Patients and their families are often considered an unused resource in the health care system. Our goal is to change that.”
Call for Patient & Family Advisors
A list of prospective advisors is currently being compiled. Interested individuals can add their name to this list by contacting Michelle Jones at 519-527-1650 ext 4219 or via email michelle.jones@hpha.ca.
Please note advisors should have experienced care in the last two years at any of the HPHA Hospital Sites.
National Research Corporation Canada:
The Excellent Care for All Act requires all Ontario hospitals to conduct annual patient surveys. National Research Corporation Canada (NRCC) is the company hired by the Ontario Hospital Association to coordinate the patient satisfaction survey process for all participating hospitals in the province. HPHA provides NRCC with a listing of patients discharged and patients are randomly selected to receive the survey. The survey is mailed directly to patients by NRCC and completed surveys are returned by mail to them. Completion of the survey is voluntary and all responses are kept confidential.
To access the full NRCC report “Patient Ratings of Overall Care and Likelihood to Recommend Ontario Hospitals: Results of Patient Experience Surveys from April 2012 to March 2013” please visit
http://www.nationalresearch.ca/resourcesDocs/NRCC%20201213%20Patient%20Experience%20Percentile%20Report.pdf
HPHA Results
Seaforth Community Hospital
- Emergency Department, overall care and services received: Top Performer in all peer groups and in the small hospital peer group
- Inpatient, overall care and services received: 1 of 2 Top Performers in all peer groups and in the small hospital peer group
- Inpatient, likelihood to recommend: 90th percentile in all peer groups
- Emergency Department, likelihood to recommend: 90th percentile in small hospital peer group
Clinton Public Hospital
- Inpatient, likelihood to recommend: Top Performer in the small hospital peer group
- Inpatient, likelihood to recommend: 90th percentile in all peer groups
- Emergency Department, overall care and services: 90th percentile in all peer groups
- Emergency Department, likelihood to recommend: 90th percentile in all peer groups
St. Marys Memorial Hospital
- Emergency Department, likelihood to recommend: 90th percentile in all peer groups
Media Contact:
Andrew Williams
President & CEO
519-272-8202
andrew.williams@hpha.ca
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