Patient experience

Patient experience is the “sum of all interactions, shaped by an organization’s culture that influences patient perception across the continuum of care” (adopted from the Beryl Institute).

Delivering excellent patient care is at the heart of everything we do. We support, develop and implement strategies to improve the quality, safety and efficiency of our services. Our goal is to build opportunities to support all staff, physicians and volunteers to provide better care for our patients each and every day. Our belief is that everyone at MSH (staff, volunteers, physicians, family members and patients) play a role in the enhancing patient experience.

Patient and family centred care

Patient and family centred care is an approach to healthcare that shapes policies, programs, facility design, and staff day-to-day interactions. The goal is to ensure decisions respects patients’ needs, values and preferences. Our four principles of patient and family centred care provides patients with information, knowledge and support to participate in their care. 

  1. Respect and dignity
    Patients, staff and families are treated with respect and dignity, their ideas and choices are honoured and appreciated. Each individual is recognized as integral members of the overall care environment and accommodated equally.
  2. Information sharing
    Patients have the right to receive accurate, relevant and unbiased information and details so they are able to participate in their care and communicate effectively while in the hospital.
  3. Participation
    Patients and their family/loved ones are empowered and encouraged to participate in clinical decision making in the area and level they choose in order to get involved.*family/loved one is determined by the patient and is not limited to blood ties
  4. Collaboration
    To include patients and family members to help co-design healthcare services, develop policies and evaluate essential programs. This principle acknowledges and honors the ideas patients and families have to offer in ensuring high quality health care for all.

To learn more about patient and family centred care, watch the video series.