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.
Open ProfileStaff ProfileSteve WebberMaintenance Mechanic, Stationary Engineering Team Lead
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“It is with immense gratitude that we write to express our appreciation for our mother’s recent inpatient stay. Georgina was admitted through the ER and spent a few weeks on the inpatient medical unit before being transferred to Convalescent Care. She is 89 years of age. It is quite safe to say that her care at KDH was exemplary from her time in the ER to her organized discharge just over three months later. Our family would like to extend our warmest thanks to all the nurses, RPN's, and dietary staff who were involved in her care. We are also most grateful for the care and excellence provided to her daily by the Occupational Therapist and the Physiotherapy Team. KDH delivers excellence in the care of our aging population with a client-centred approach, with very driven teams, not only to complete daily tasks but to accomplish patient goals."
