Staff says patients have a role in their safety
PRHC building on culture that welcomes patient questions, feedback
Wednesday October 3, 2007 -- Natalie Miller
When a letter to the editor appears in the local newspaper from a writer expressing concerns about their recent stay in hospital, the patient relations team at Peterborough Regional Health Centre will call the patient and propose a meeting.

It’s one example of the hospital’s commitment to patient satisfaction and safety, says Maureen Condon, co-ordinator of patient relations and risk management at the hospital in Peterborough, Ontario. She says the hospital expresses thanks to patients even when they voice complaints.

“We believe we can do a better job if we know where the holes are,” says Condon.

“We welcome peoples’ feedback, positive or negative,” she says.

Her colleague, Darlene Mack, patient relations and risk management consultant and chief privacy officer, says when a letter appears in the paper the hospital proposes a meeting with that patient because “we really try to be proactive.

“It’s OK to come to us,” she says, noting sometimes patients take the hospital up on its offer.

Condon says accountability, innovation and respect (AIR) are part of the hospital’s value system. PRHC has an employee and patient safety cluster that covers employee and patient safety, occupational health and safety, infection control, claims management and also has a separate safety consultant, who conducts regular walkabouts with the vice-presidents to get feedback from the floor. “We’re really aware of what’s happening,” says Condon.

Patients need to speak up too, she says.

“Patients have really good insights. They know their own capabilities. They have the answers. We can support them around what works for them.” For instance, it’s helpful if staff members know a particular patient needs a lit environment at night because of poor eyesight or needs the support of a walker to use the facilities.

“There’s an interesting dichotomy in the general public,” says Condon. Older people generally tend to trust that the hospital knows best and typically provide less information to healthcare professionals as well. Whereas the younger generation is often better-researched and provides more information. “The challenge for us is pulling out that information,” Condon says, "from both types of patients. We need to make sure we’re very consistent.”

She says patients need to know it’s OK to ask their healthcare professional if he or she washed their hands, for instance, or to report a spill on the floor. And healthcare providers need to be prepared for questions and comments, she says, noting, there is already a good buy-in from staff in this area.

“The staff are really key in making this work in the midst of a highly busy life.”