Volunteer patient experience program making a difference at Red Deer Regional

“I get satisfaction when I find something that’s been shared with me from a patient that I can pass along to the medical community that will make a change or do something that makes life better for that patient,” noted Johnston. “Before my shifts I get a list of patients so I have some background before I go there. [That’s] because some patients are not really aware of what’s going on, so it helps me know who they are and what’s going on so I can ask the right question.”

“This partnership can have a significant impact on patient experience outcomes,” says Karen Tingley, Manager of Clinical Quality Improvement in the Central Zone of Alberta Health Services. “As part of the unit collaborative care team, our patient experience advisors ask questions outside of the clinical care realm — catching critical needs, concerns or compliments — and passing them on to the appropriate interdisciplinary care team member.”

Patient experience advisors, of which there are 10 thus far, are recruited from an existing pool of volunteers at the hospital. The role was initially piloted on a single unit at the hospital last November. A second pilot was added early this year and the program is now being rolled out to more units. It has already earned a 2017 Health Quality Council of Alberta (HQCA) Patient Experience Award.

“Enhancing patient and family experiences is a key priority for Alberta Health Services,” says Julie Schellenberg, Director, Integrated Quality Management, Central Zone. “I am extremely proud of the teams that came together around this important work and the HQCA’s recognition validates the impact and strides we have made through this unique collaboration.”

by Troy Gillard (Twitter: @Troy_Gillard)

Volunteer patient experience program making a difference at Red Deer Regional

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