Lakeridge Health Taking New Steps to Put Families at the Heart of Hospital Care
Durham — This spring, Lakeridge Health is introducing a new Family Presence Policy that will let families and partners-in-care spend more time with their loved ones. This is one of many improvements to the patient experience that Lakeridge Health has made since it introduced its strategic plan exactly one year ago.
“One year ago, we said we’d work to become the Canadian leader in the patient experience,” said President and CEO of Lakeridge Health Matthew Anderson. “We’ve been working hard to follow through on that goal. Giving family members more hours to spend with their loved ones is part of that.”
The new Family Presence Policy will provide families and partners-in-care improved access to visiting patients. Phase one of the policy introduction will begin on select units in the hospital in the coming weeks. It’s one of many improvements Lakeridge Health will highlight in a week-long campaign celebrating the importance of family and highlighting improvements in the patient experience.
“Our staff have committed themselves to improving our service to the people in our community,” said Patient Experience Director Cathy Fiordalisi Smith. “We’ve been acting on the feedback we’ve received, and many of the initiatives in action today are thanks to the input of our patients, community members, and Patient and Family Experience Advisors.”
“From introducing better visiting access this spring, to improving the timeliness in which our mental health patients are seen in the Emergency Department, we’re excited for our community to see positive changes taking place in their hospital,” said Anderson.
Lakeridge Health’s Patient Experience Milestones
- Installed mobile charging stations across all of Lakeridge Health
- Refreshed our Patient Declaration of Values statement
- Set up new patient-friendly directional signage to identify where Patient Relations and the Emergency Departments are located in Oshawa
- Installed new digital signage and TVs in Oshawa
- New voicemail messages are now recorded daily by our Patient Relations team on the public feedback line to inform the community of the department’s operating hours and response times
- Introduced automatic replies from the Patient Relations email address to let the community know their feedback has been received
- Installed an interactive mosaic display in the Oshawa main lobby featuring the patient experience commitments shared by our staff, physicians and volunteers
- Achieved a 100% response rate in an hour or less badge on the Lakeridge Health Facebook Page
- Increased the number of patient and family experience advisors in the organization and their involvement in hospital improvements
- Hired a new Director of Patient Experience after a nationwide search and,
- Added a new patient experience section to the Lakeridge Health website
Coming Soon to Lakeridge Health
Emergency Department Patient Passport
A booklet that gives patients a clear understanding of what to expect during their time in the Emergency Department.
Installing More Digital Signage and TVs
New entertainment and information screens will be placed in high-traffic areas in the hospitals.
Wayfinding
To help patients and families quickly get to where they need to go in our hospitals, we are looking at a new wayfinding system that uses a mobile app and electronic mapping.
Patient Experience Staff Education
From e-learning modules to unit huddles, Lakeridge Health is finding new ways for its staff, physicians and volunteers to improve the patient experience and communications with patients, families and partners-in-care.
New Mental Health Emergency Services Unit in Oshawa
This spring, the Oshawa hospital will be opening an 8-bed Mental Health Emergency Services Unit (MHESU) in the Emergency Room. The MHESU will provide patients with 24/7 access to psychiatric and physician assessments for patients experiencing mental health crisis.
Lakeridge Health’s 2016-2021 Strategic plan “Excellence — Every Moment, Every Day”
Quick Facts
- Lakeridge Health was recently accredited with exemplary standing with a score of 99.4 per cent. Exemplary standing is given to organizations that go above and beyond the requirements of Accreditation Canada.
- The hospital’s stroke services achieved Stroke Distinction, Accreditation Canada’s highest rating for stroke care.
- The Institute for Quality Management in Healthcare has awarded Lakeridge Health’s laboratory top marks (99.6%).
- The Durham Regional Cancer Centre is the second-highest ranked cancer centre in Ontario.
For more information contact:
Lakeridge Health Communications
T. 905.576.8711 extension 4317
communications@lakeridgehealth.on.ca
