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Patient Advisors - Improving the Patient Experience

Grey Bruce Health Services (GBHS) has opportunities for patient and families to get involved with quality improvement at the hospitals. Our goal is to improve the GBHS patient experience and we cannot do that without the help of our patients and family members.

The role of a Patient and Family Advisor is to work in partnership with the hospital to create a truly patient- and family-centred care environment and experience.

Patient-and Family-Centred Care is an approach to the planning, delivery and evaluation of health care that is grounded in mutually beneficial partnerships among patients, families and health care providers (Institute for Patient- and Family-Centered Care, 2010).

Patient and Family Advisors provide important perspectives and have a direct impact across a wide range of hospital initiatives, programs, services and policies to improve the experience of care.

Patient and Family Advisors participate in ways that best match their interest, experience and availability.

Time commitment - Four hours or more per month

Some of the things that patient advisors have helped us with so far:

  • Feedback on the new clinic design plan
  • Signage posted around the hospital
  • Patient and visitor handouts 
  • Communication improvements
  • Family presence and visiting hours policy development
  • GBHS annual Quality Improvement Plan

Patient and Family Advisors must be a patient, family member or caregiver of a patient, who has received care at GBHS within the past two years.

Requirements

  • Complete the volunteer application form
  • Police background check completed within last 6 months
  • Interview with Volunteer Resources and Team Lead of program
  • Participation in orientation

Comments from a Patient Advisor about her participation in the development of the hospital's Quality Improvement Plan.

"I was so impressed with the great meeting that Diana, Carol and Saskia facilitated a few nights ago with our patient advisors! The group had so much to offer and obviously value being included! Kudos to you and the team."

"...being a patient mattered...we are listening to things that happen and this is being used to make a difference."





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