TDMH focuses on improving patient experience

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Tillsonburg District Memorial Hospital (TDMH) and Alexandra Hospital, Ingersoll (AHI) celebrated significant achievements over the past year at recent annual general meetings.

“Whether you are a patient, visitor or hospital team member, our goal this past year was to enhance your experience,” said Sandy Jansen, President and CEO, in a media release.

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Building a culture of patient and family-centred care is ongoing as the hospitals focus on improving the patient experience.

The patient satisfaction survey process has been revamped to increase opportunities for patient feedback. Aligned with this work, the traditional model of firmly established visiting hours has given way to family presence and open visiting policies.

Both organizations continue to recruit for additional patient advisors to help guide them in their health care journey.

TDMH and AHI remain ‘laser focused’ on continuing to provide the highest quality and safest care to patients. Quality Strategy, crafted in the spring of 2018, will be implemented over a two-year timeframe.

“This year I am pleased to report that we have designed a quality scorecard,” explained Al Lauzon, AHI Board Chair. “This document will provide a lens into key indicators of quality and safety across the hospital for both patients and employees.”

The Hospitalist Model is a new approach of care for TDMH and AHI inpatients that supports discharge planning and provides relief to over-crowding issues. Research has shown improvement in some specific patient outcomes, including reduced length of stay, using the Hospitalist Model.

“We have had many positive comments from both patients and staff on this new model of in-patient care,” stated Dr. Jamie Cluett, TDMH Chief of Staff.

TDMH and AHI have also initiated a number of strategies to engage and support their employees throughout the year including increased recognition/service award events, staff satisfaction surveys, enhanced Employee and Family Assistance Program as well as additional front-line resources in a number of clinical areas.

“The healthcare system in Ontario is in the midst of transformational change,” said Cheryl Buchner, TDMH Board Chair. “The relationships we are building with patients, partners and clinical experts will ensure we are well positioned to continue to provide exceptional care through these times of change and into the future.”