Patient experience in Canadian hospitals, 2019 — Communication and explanation of care

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.”