Hospital establishing patient advisory group
Will offer advice on current Richmond Hill and new Vaughan sites

YorkRegion.com
Aug. 5, 2014
Kim Zarzour

Have you or a family member been a patient at Mackenzie Health in the past two years?

Hospital administrators want to hear from you.

The organization is developing a Patient and Family Advisory Council to include patients’ input when improving care and developing plans for the future.

Patients, family members and caregivers of patients who received services at Mackenzie Health or any of its community locations within the last two years are invited to apply as a volunteer adviser.

The advisory council will meet regularly to discuss the experience of patients and advise Mackenzie Health on ways the organization could better meet the needs of patients.

Enhancing the patient experience is one of the hospital’s top goals, said Tiziana Rivera, chief nursing executive and chief practice officer, “but we recognize we don’t always know best what our patients really want”.

In the past, Mackenzie Health has sought feedback in other ways — conducted surveys, operated an “awards program” and engagement sessions — but the advisory council will be a more structured, direct, visible link to the senior team and board, she said.

It will be led by a community member and Rivera will co-chair.

The advisory council is not the only avenue available to patients wishing to provide feedback, Rivera said.

Patient relations also offers a process allowing patients and families to present their concerns to the senior team.

“If you want to rectify personal situations, [the council] is not the best place to address them. There are better forums created for that. This will be more at a global level.”

The council will be consulted when Mackenzie Health is considering a new plan or policy, such as a change to visiting hours.

“This is a way to tap into former patients for their expertise,” she said.

With the new Vaughan hospital, Mackenzie Health will need to hire 1,000 to 1,500 new employees. The citizen group will be asked about how the patient voice fits into the process — what involvement or input patients should have and what questions should be asked of potential hires.

Mackenzie Health is looking for 15 to 18 members from any of the surrounding communities. Recruitment is planned in the fall. So far, the response has been encouraging, Rivera said.

Council members should be good listeners, respectful of diversity, able to speak English and be willing to share insights and information about their experiences in ways that can help improve experiences of others.

The volunteers must be committed to enhancing health care at Mackenzie Health and available to meet for two hours each month.

“This isn’t a flash in the pan,” Rivera said. “It will be an ongoing process.”