Ontario Healthcare: Patient-Centred Improvement Plan

  1. Respect
  1. Physical Comfort
  1. Access to Care
  1. Information and Education
  1. Coordination and Integration of Care
  1. Involvement of Family and Friends
  1. Continuity and Transition
  1. Emotional Support

Ensure patients are involved in every aspect of decision-making

Mandatory cultural competency training for healthcare professionals (HCPs) or any patient-facing roles (admistration)

Mandatory patient communication skills training for all patient-facing roles

Ensure patients have multiple ways to communicate with their HCPs (email, phone, face-to-face)

minimize errors in clinical care, ancillary and support services, front-line patient care that could be caused by disorganization

using electronic systems that are centralized throughout the province so that all patient information is one place (electronic health record) that can be accessed at any healthcare area

introduction of new roles such as a patient care coordinator who can ensure patients have individualized attention

Ontario healthcare would greatly benefit from a province-wide electronic health record (EHR) that is universally adopted by all hospitals and HCPs

EHR would allow patients to receive real-time updates of their clinical status and progress

Patients would also have more autonomy if they decide they want a second opinion and can show their records to another HCP

EHR could also be a portal for communication between patients and HCPs. HCPs could link educational materials to patients through the online platform

Pain management - ensure that patients have access to short-term solutions such as over-the-counter medication as well as prescriptions, and long-terms solutions such as rehabilitation

This could be implemented as a guideline to physicians where the format of prescriptions are changed such that physicians provide options for short-term and long-term solutions. It may not be applicable in all cases but it gives patients more choice.

Options for telemedicine

patients can give HCPs a better description or look at what challenges they are facing at home

Healthcare infrastructure investment

most of Ontario's healthcare buildings are very old, many don't have the space for patient waiting areas or individual beds

lack of space is also a risk for other issues like constant repairs and infections

newer and more modern designs can help improve the positive atmosphere inside a hospital where unfortunately many are coming for difficult reasons

Ensure patients have access to all information they need such as physician's name, location, description of the procedure or goals of the appointment. More knowledge can help reduce anxiety of the unknown

provide sources of support other than immediate care such as mental health support, social work, community sources etc.

Resources for access to mental health hotlines that patients can call

Provincial government financial benefits for someone who is going through medical procedures and cannot work

could mean reforming or expanding the existing Ontario Disability Support Program or creating an additional program

Always have option for patient to bring family or friends to support them at appointments

would require that hospitals and clinics have space for support persons

HCPs and staff should have training with how to communicate with support persons as well as they also may be distressed

active encouragement from HCPs to bring a support person

Expansion of provincial financial support for family and friends who act as caregivers

With a centralized EHR system, there could be designated support persons/next of kin that patients choose to have identified in their EHR along with their contact information

Province-wide discharge policy and checklist for HCPs to follow.

HCP must check off that patient and an additional support person (if applicable) have fully understood the directions for care at home.

Make use of EHR or email/phone call/telemedicine to check-in with patients after discharge and provide more resources such as written instructions and online resources

As suggested before, a role for a patient care coordinator who can ensure the patient has contact with ancillary support services, and diverse sources such as financial support and mental health support

Many patients in Ontario travel from very far to access physicians or operating rooms in downtown hospitals. They should have options to choose doctors nearby or for the physician to travel if feasible.

If participants have to travel to far locations for healthcare, the province can provide subsidies for hotel stays or temporary residencies to make the process easier for patients and their families

If a patient is having a non-elective procedure, having the problem solved sooner is better in the long-run for healthcare expenses. Therefore an travel costs should have opportunities for reimbursement.

Moving into better use of technology will help the province allow the patient to have more choices. They can have the options to book appointments themselves, choose the location, and the HCP, and an online cosultation and referral system tied into the EHR