|Patient Experience Case Study - VHA Home HealthCare|
See the opportunities and challenges organizations face in addressing the patient experience.Case Studies provide real stories of current efforts, including programs being initiated, practices being implemented, and outcomes being targeted and/or achieved. Case studies are presented as both an opportunity for learning from others as well as a spark for further ideas on how we work to improve the patient experience. If you have a case study to share please contact us.
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Related Body of Knowledge courses: Patient & Family Centeredness.
What was the challenge, opportunity or issue faced?
VHA Home HealthCare’s Board and senior management team decided in January 2013 that VHA would enhance their ongoing efforts to achieve truly client-centered care, by introducing the ‘Client and Family Voice’ initiative. The initiative, spearheaded by a board member from an organization that had a fully functioning, truly patient and family driven Patient and Family Advisory Committee, is led by the VP of Client Services who is responsible for integrating the patient and family engagement philosophy throughout the organization. VHA substitutes ‘patients’ with ‘clients.’
What did you do to address it?
This initiative, sub-titled ‘Nothing About You…Without You’ (borrowed from the UK) began with the development of a Steering Committee whose members would become the champions and leaders in client and family engagement. The committee’s mandate was to begin to ‘ready’ the organization for a cultural shift that would enable VHA to become an organization that involves clients and families in the planning, designing, implementing and evaluating of everything we do. The Steering Committee invited five clients and family members to assist the committee to identify what is required to make a client and family experience a meaningful one, and what improvement opportunities might be for VHA.
What were the outcomes?
The committee met monthly and by the end of 2013 had achieved the following:
About VHA Home HealthCare
VHA Home HealthCare (VHA) is a non-profit, charitable, health care and community support services organization that has been serving Ontarians for 87 years. VHA delivers compassionate health care services to over 80,000 clients and provides more than one million home visits annually in rural and urban Ontario. VHA is committed to providing high-quality, complex rehabilitation, nursing and personal support services to our clients and their families through our more than 1,400 dedicated health care providers.