Page 11 - Bringing UHN into Focus - 2015-2016 Year in Review

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The UHN Patient Partners Program

selects, orients and provides skill- Patient experience is about
building for our patients and caregivers, relationships, how we can learn
which ensures that the patient’s voice is

at tables throughout the hospital where from each other, listen to each
important decisions are made. Work is

underway to create permanent space for other, offer compassion and
an Office of Patient Experience. kindness while creating a sense
of community and well-being.
Fundamentally, we’re a service-based
industry. When you look at quality,

there are two broad domains – clinical

and service. There is no disputing UHN

has the clinical quality. But a key part

of the initiative to enhance the patient and kindness while creating a sense of community and

experience is to ensure that service quality offered is at well-being.

the same high level. Part of the work to improve patient experience at

UHN is a very big and busy place – four hospitals, UHN is also understanding the directions of the

more than one million out-patients and 35,000 in- Ontario Ministry of Health and Long-Term Care

patients each year. In the face of those numbers, it and the Toronto Central LHIN with respect to the

would be easy to say that we do the best we can. But movement towards Population Health Management.

neither size nor the suggestion that because it’s a It’s vital that UHN continue working with the

publicly-funded healthcare system patients should province to ensure patients receive the right care at the

feel fortunate for the treatment they receive, changes right time and in the right setting.

the fact that we must bring an even greater focus on People are at different stages of their healthcare
the needs of our patients. This requires an incredibly journey when they come through the doors at UHN.
committed and focused workforce, supported by the Some are sick, they get well and they go home. Others
organization’s leadership so that people can do their come, receive a life-altering diagnosis, and are back
very best for patients. repeatedly as we become woven into the fabric of their

Looking beyond, to the people behind those numbers, lives. But, no matter the trajectory of their health, it’s

there’s a recognition we can do better. Patient key to understand the honour it is to travel with them

experience is about relationships, how we can learn through good and bad.

from each other, listen to each other, offer compassion

Year in Review 2015 – 2016 11