Positive Patient Experience
Patient satisfaction is an important measure of Ontarians’ experience with the health care system. Too often, the needs of institutions and healthcare providers come first in Ontario. A paradigm shift is needed, toward a patient-centred health system delivering care that is sensitive to patients’ concerns and comfort, and that actively involves patients and family members in shared decision-making about their care.
Presentations
The ebd approach — experience based design: Using patient and staff experience to design better healthcare services 
NHS Institute for Innovation and Improvement, 2009. An introduction to the ebd approach and how its use can improve health services.
Improving the Emergency Department Patient Experience 
Ontario Hospital Association (OHA), 2011. Archived presentations from a March 23, 2011, OHA conference on improving patients’ experiences in emergency departments. 
Reports
Always Events®: Creating an Optimal Patient Experience
Picker Institute, 2011. Always Events® is a Picker Institute initiative that is aimed at setting a new standard for the patient experience: an expectation that certain elements of the patient experience should happen for all patients all of the time.
Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation
Institute for Patient- and Family-Centered Care, 2010. This report discusses current visiting policies within the United States and their impact on patient-centred care, and explores how visitation policies could — and should — be changed. Reprinted with permission from the Institute for Patient- and Family-Centered Care: www.ipfcc.org.
Leading Practices in Emergency Department Patient Experience
Ontario Hospital Association (OHA), 2011. A compilation of an English-language literature search from 2003 to 2010, providing change ideas to improve patient satisfaction in emergency departments.
Partnering with Patients and Families to Design a Patient- and Family-Centered Health Care System
Johnson, B. et al., Institute for Family-Centered Care, 2008. This report summarizes recommendations for advancing patient- and family-centred care, drawn from deliberations that took place during a one-day meeting in Cambridge, MA, on June 2, 2006, of patient and family advisors, and administrative and clinical leaders. Reprinted with permission from the Institute for Patient- and Family-Centered Care: www.ipfcc.org.
Advancing the Practice of Patient- and Family-Centered Care in Hospitals: How to Get Started…
Institute for Patient- and Family-Centered Care, 2011. A step-by-step guide to implementing patient- and family-centred care in hospitals. Reprinted with permission from the Institute for Patient- and Family-Centered Care: www.ipfcc.org.
Best Practices Toolkit: Implementing and Sustaining Change in Long-Term Care
Registered Nurses’ Association of Ontario (RNAO), 2008. Portal for the Long-Term Care Best Practices Initiative.
Improving the Emergency Department Patient Experience: A Guide to Developing Rapid Improvement Surveys
Ontario Hospital Association (OHA), 2001.This guidance document supports hospitals in their development of a brief questionnaire to test specific emergency department change initiatives.
Nursing Best Practice Guideline: Client Centred Care
Registered Nurses’ Association of Ontario (RNAO), 2006. This guideline comprises the resources necessary for the support of evidence-based practice.
Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit
Institute for Patient- and Family-Centered Care, 2011. This toolkit helps healthcare leaders, clinicians and staff learn how to partner with patients and families to enhance safety and quality. Reprinted with permission from the Institute for Patient- and Family-Centered Care: www.ipfcc.org.
Patient-Centered Care Improvement Guide
Frampton, S. et al. (2008). Planetree Inc., 2008. A collection of best practices and practical implementation tools for patient-centred care.
Canadian Patient Safety Institute (CPSI): Patients and their Families
Institute for Patient- and Family-Centered Care
National Research Corporation (NRC) Picker
NHS Institute for Innovation and Improvement
Patients for Patient Safety Canada
Registered Nurses’ Association of Ontario (RNAO): Client Centred Care e-Learning Course
