The Patient Experience Starts Here
Several years ago, we launched a campaign called ‘The Patient Experience Starts Here’ to help us transition from providing patient-focused care to partnering with patients for Patient and Family Centred Care.
When you come to KDH, you will see our staff, physicians and volunteers wearing buttons that remind us every day that ‘The Patient Experience Starts Here’ – with each one of us.
Whether we work as a nurse or doctor, whether we volunteer, work in IT, Environmental Services, or any other department, each one of us has a huge impact on the patient experience.
Visit this page to watch two videos featuring KDH staff, physicians and volunteers talking about how they contribute to an exemplary patient experience.
Our Pledge to You
Along with their ‘Patient Experience Starts Here’ button, each staff member, physician and volunteer receives an ‘Owner’s Guide’ that includes five promises we make to our patients or residents and their family members:
- We will tell you our names and our roles when we walk into a room where you are.
- We will display our name badges prominently so you can easily read them.
- We will answer any questions you may have and keep you informed about the reason for any delays.
- We will make certain you are checked on hourly to ensure that you are comfortable.
- We will make certain that the whiteboard in your room is updated at the end of every shift to ensure optimum communication with you and your family.
The campaign is a key component of KDH’s Patient and Family Engagement Strategy, which was developed as a road map to achieve patient and Family Centred Care in its fullest form: true partnership with patients and families, both in their care and at our decision-making tables.
14,845
mammograms performed at KDH
since the new Diagnostic Imaging suite opened in 2011
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"After three months of convalescent care at KDH, my wife and I wanted to take a moment to express our sincere gratitude and appreciation for all the care staff who attended to me during my stay. From the moment I arrived at the unit, I was struck by the welcoming and compassionate atmosphere. I would like to extend a special thank you to every member of the care staff for your helpfulness and kindness. You all played an important role in aiding my recovery, not just physically but also emotionally. What sets this convalescent unit apart is the genuine care and concern shown towards residents. I never once felt like just a bed number but rather an individual who was valued and respected. The encouragement given to residents to improve their health and engage in social activities also greatly enriched my experience. I made new friends and created lasting memories. I cannot thank you enough for your unwavering support. I will always remember my time there with fondness, thanks to the wonderful care staff who made it a home away from home. Thank you for everything."
