The Patient Experience Starts Here
Several years ago, we launched a campaign called ‘The Patient Experience Starts Here’ to help us transition from providing patient-focused care to partnering with patients for Patient and Family Centred Care.
When you come to KDH, you will see our staff, physicians and volunteers wearing buttons that remind us every day that ‘The Patient Experience Starts Here’ – with each one of us.
Whether we work as a nurse or doctor, whether we volunteer, work in IT, Environmental Services, or any other department, each one of us has a huge impact on the patient experience.
Visit this page to watch two videos featuring KDH staff, physicians and volunteers talking about how they contribute to an exemplary patient experience.
Our Pledge to You
Along with their ‘Patient Experience Starts Here’ button, each staff member, physician and volunteer receives an ‘Owner’s Guide’ that includes five promises we make to our patients or residents and their family members:
- We will tell you our names and our roles when we walk into a room where you are.
- We will display our name badges prominently so you can easily read them.
- We will answer any questions you may have and keep you informed about the reason for any delays.
- We will make certain you are checked on hourly to ensure that you are comfortable.
- We will make certain that the whiteboard in your room is updated at the end of every shift to ensure optimum communication with you and your family.
The campaign is a key component of KDH’s Patient and Family Engagement Strategy, which was developed as a road map to achieve patient and Family Centred Care in its fullest form: true partnership with patients and families, both in their care and at our decision-making tables.
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“I am writing this email in regards to my recent shoulder surgery experience. I would like to inform you that you should be very proud of the great team you have formulated; from the screening person to the surgical day nurses, the anesthetist and surgeon, everyone was outstanding. All your staff should be given accolades for their outstanding care and professionalism. The ability of that staff to perform their duties under the duress of the pandemic is one thing, but to provide this level of care should not go unnoticed and I thank each of them for making my brief stay as comfortable and positive as possible. Thank you all for your efforts and keep up the great work; we all appreciate it!”
