Data for the analysis includes results from

CIHI, in collaboration with health system stakeholders, developed the survey to provide standardized reporting of patient feedback about care experienced during inpatient stays in a Canadian acute care hospital.

Receiving timely information on a diagnosis, being able to ask questions or feeling like the staff care can mean the difference between a positive and a negative patient experience in hospital.

3 patients who shared their experiences with CIHI about their recent hospital stays highlighted communication with health care providers as a key factor in their overall experience.

“The only reason I got better treatment than I had in the past is because I actually said something, so the ER supervisor came to my room to talk to me,” said Gail, age 55, who was hospitalized for 9 days due to symptoms of vertigo. “I often don’t want to go to the hospital unless I have to because you basically have to get upset at them for them to hear you, and if you get upset then they threaten you with security. What are you supposed to do?”

“The doctor came in and her phone kept ringing and she was very distracted,” said Howard, age 65, who was hospitalized for 5 days due to complications related to diabetes. “She was trying to talk to me while she was looking at the reports, the charts and the bloodwork. I felt bad for her because she was obviously very busy.”

“I would have liked to have asked her a few questions, but she didn’t really give me that opportunity.” — Howard, age 65

“I had to wait in the emergency room longer than I would have liked, but once I was admitted I was pleased with the care that I received,” said Rachelle, age 31, who was hospitalized for 5 days after suffering a bowel obstruction. “The specialist came to check on me every day, even when his shift was over. I appreciated that. I felt I had enough time to ask questions.”

Since installing Quality and Patient Safety boards in high-traffic areas at all 10 of its acute care hospitals, Interlake–Eastern Regional Health Authority in Manitoba has noticed an increase in teamwork and interdisciplinary collaboration among hospital staff.

Each Quality and Patient Safety board showcases key information about the hospital. A key component of these boards is the presentation of 4 or 5 patient experience survey results, which are refreshed on a monthly basis.

“Staff really appreciate the inpatient experience data,” said Tracy Abraham, the clinical team manager of Pinawa District Hospital. “It is helping them understand where improvements can be made.”

The patient experience data is tailored to reflect priority areas at each particular hospital. For instance, some boards report whether or not patients had enough information when transferring from the emergency department to an inpatient bed, and others highlight noise levels at night. All hospital boards include information on patient experiences with nurses and doctors.

The data featured on the boards is used in daily patient safety huddles led by the clinical team manager. All available staff members — from housekeeping to doctors and nurses — are invited to discuss patient-specific changes or concerns.

“It’s been great to see everyone’s enthusiasm,” said Patrice Lee, the clinical team manager of Stonewall Hospital. “Even patients are stopping to read the information.”

Patient experience survey results confirmed what many health care providers at Ross Memorial Hospital in Kawartha Lakes, Ontario, had suspected: patients felt they did not have enough information when going home.

After learning about the Patient Oriented Discharge Summary (PODS) External link, opens in new window *, — a tool co-developed with patients by University Health Network’s OpenLab to ensure that patients have all necessary instructions in writing — the hospital was quick to get on board.

The implementation team worked with patients, surgeons and hospitals to create a patient-centred process at Ross Memorial.

“We now have a structured discharge so you know that each patient is receiving the same information right at the bedside,” said Steven Lofkrantz, full-time registered practical nurse (RPN) and lead on this change project. “Patients are appreciative of the one-on-one attention and are sent home with written information in 1 envelope containing all the discharge sheets, prescriptions and teaching sheets. We also make sure to fax any prescriptions to their pharmacy before they leave the hospital.”

Despite acknowledging that the discharge process needed to be improved, many providers at Ross Memorial Hospital saw the use of PODS as just another layer of work. However, the more they used it, the more they understood its value.

“We piloted the process with 2 units, but once other departments saw the value of the summary and that it could be adapted, they quickly signed on,” said Anne Overhoff, Ross Memorial Hospital Vice President Patient Care and Chief Nursing Executive.

“Since adopting PODS, our patient experience results have improved by 12 percentage points — from 46% to 58% — in just 2 years.”— Anne Overhoff, RMH Vice President Patient Care and Chief Nursing Executive

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* Supported in part by the ARTIC grant.