Achieving Patient Experience Excellence in Ontario: An Idea Book

"This collection of case studies from different organizations across Ontario provides different strategies for improving the patient experience. Collaboration and communication between patients and families and healthcare providers are the most common elements in the strategies presented. This idea book should be used to inspire others interested in undertaking similar projects which will improve the patient experience. The studies are separated into five areas of improvement: • Advancing High-Quality Care • Caring for At-Risk Patients • Engaging Patients and Families • Enhancing Communication • Improving Access In addition, each case study had to answer each of the following questions: • What was being improved? • Why is it important? • How did it work? • Was it successful? • What were some key tactics?"