Complete guide to Canadian hospital patient experience — patient surveys, Net Promoter Score (NPS), complaint management, patient engagement, provincial patient experience standards, and patient experience software.
Canadian hospitals use HCAHPS-adapted surveys and NPS. CIHI reports patient experience nationally. Complaint management is essential. This guide covers Canadian patient experience.
Patient Experience Metrics
| Metric | Description | Target |
|---|---|---|
| NPS | Net Promoter Score | > 50 |
| Overall rating | Overall hospital rating (0-10) | > 85% (9-10) |
| Communication | Doctor/nurse communication | > 85% |
| Responsiveness | Staff responsiveness | > 80% |
| Pain management | Pain well controlled | > 80% |
| Discharge information | Understood discharge instructions | > 85% |
| Cleanliness | Hospital clean and quiet | > 85% |
| Complaint resolution | Complaint resolved satisfactorily | > 80% |
Improvement Strategies
- Survey all patients: Survey all patients post-discharge
- Real-time feedback: Collect real-time feedback during stay
- Complaint management: Timely and thorough complaint management
- Staff communication training: Train staff on patient communication
- Hourly rounding: Implement hourly rounding (proactive care)
- Discharge communication: Improve discharge communication
- Patient and family advisory: Establish patient and family advisory council
- Trend analysis: Analyse trends and implement improvements
Frequently Asked Questions
- What patient experience surveys are used in Canada?
- Canadian patient experience surveys: 1) Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS — adapted), 2. Provincial patient experience surveys (e.g., Ontario Hospital Patient Experience Survey), 3. NRC Health surveys (many Canadian hospitals), 4. ED patient experience surveys, 5. Ambulatory care surveys. CIHI reports patient experience data nationally.
- What is NPS and how is it used in Canadian hospitals?
- NPS (Net Promoter Score) measures patient loyalty: 'How likely are you to recommend this hospital?' Score 0-10. Promoters (9-10), Passives (7-8), Detractors (0-6). NPS = % Promoters - % Detractors. Canadian hospitals increasingly track NPS. Good NPS: > 50. NPS is used alongside clinical quality metrics for overall hospital performance.
- How do Canadian hospitals manage complaints?
- Canadian hospital complaint management: 1) Patient relations office — dedicated office for complaints, 2. Formal complaint process — written complaint acknowledged within 5 days, 3. Investigation — investigate complaint thoroughly, 4. Response — respond to complainant with findings and actions, 5. Learning — share learnings with staff, 6. Trend analysis — analyse complaint trends, 7. Improvement — implement improvements based on complaints. Provincial health quality councils may review unresolved complaints.