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Measuring the patient experience

patient surveyOur health care system can learn a lot from patients. One way to find out what’s working well and where we can do better is to simply ask them.

Since 2007, the Saskatchewan Health Quality Council (HQC) has been supporting our system partners in surveying patients about their health care experiences, first in acute care, and then in primary health care clinics and doctors’ offices. We continue to work with the health system to encourage the reporting of patient experience surveys in multiple care settings.

Beginning in 2016, local (regional) ownership of the entire survey process ensures more timely access to patient experience information and increases measurement capabilities within each organization.

In addition, a Care Experience Measurement Working Group has been formed within the Patient- and Family-Centred Care (PFCC) Guiding Coalition to ensure patient survey work in Saskatchewan continues to move forward.

Acute care unit-level survey

The acute care unit-level patient experience survey is a standardized questionnaire that captures the experience of care from the point of view of the patient. HQC collaborated with representatives of health organizations across the province, in the context of a Patient Experience Survey Advisory Group, to inform the development and pilot testing of this survey.

The survey has been designed for individual acute care units to implement on their own as part of their efforts to improve patient experience; because it is standardized, it can also be used by entire facilities or health regions as part of a coordinated strategy. Click here to download the survey.

As of 2016, acute care unit-level patient experience surveys are processed at the health region level. To assist with this, HQC has created a user-friendly tool (in Microsoft Excel) that will create graphs once responses from the surveys are entered. Click here to download the tool.

The content of the acute care unit-level patient experience survey has been approved by Accreditation Canada. Regional Health Authorities who wish to use the survey for accreditation purposes will still need to submit their data collection plan to their Accreditation Canada surveyor for approval.

Primary health care survey

To support improvement in primary health care, HQC has developed surveys that can be given to patients in primary care practices, primary health care sites, public health sites, or chronic disease management programs.

We offer two survey choices: a short version (five questions) and a long version (11 questions). This way, your team can choose the survey that best meets your facility’s needs, and then use the results to inform ongoing improvement efforts. Click here to download the short survey or the long survey.

Beginning in 2016, primary health care patient experience surveys are processed at the health region or clinic level. This local (regional) ownership of the entire survey process ensures more timely access to patient experience information and increases measurement capabilities within each organization.

To assist with this, HQC has created a user-friendly tool (in Microsoft Excel) that will create graphs once responses from the surveys are entered. Click here to download the tool.

The content of the long version of the primary health care patient experience survey has been approved by Accreditation Canada. Regional Health Authorities who wish to use the survey for accreditation purposes will still need to submit their data collection plan to their Accreditation Canada surveyor for approval.

Note that the short version of the primary health care patient experience survey was not approved for content by Accreditation Canada, as it does not meet all of the dimensions required.

Be sure to share your success stories with us, too, and we can share them with your colleagues and the public. For information on connecting with the Care Experience Measurement Working Group, please contact [email protected]
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