(Originally published in the Ontario Hospital Association’s Health System News)
Thunder Bay Regional Health Sciences Centre (TBRHSC) is guided by the philosophy of Patient and Family Centred Care (PFCC): the provision of care that is respectful of, and responsive to, individual patient/family preferences, needs and values, and ensures that patient values guide all clinical decisions. Understanding the patient’s health care experience is essential to our commitment to patient-centred care. TBRHSC has taken the lead on capturing and reporting patient experience information as an integral part of advancing the overall care experience for patients and families.
In June 2023, TBRHSC selected a new vendor for patient experience measurement, significantly improving our data collection capabilities. Initially, surveys were distributed solely through email, with email and patient consent obtained at registration. However, the need to expand outreach and maximize adaptation to digital advancements quickly became apparent.
By November 2023, TBRHSC ventured into uncharted territory — SMS-based survey distribution. Recognizing the power of mobile connectivity, SMS as an additional method for patient experience surveys was launched in December 2023. Now, all eight of our surveys are available via SMS across Inpatient, Emergency Department, and Outpatient clinical areas, ensuring that we reach as many voices as possible in our geographically dispersed community.
As with any new digital innovation, the integration of SMS came with initial challenges. Configuration adjustments led to temporary disruptions in our email automation, impacting response rate data until all issues were fully resolved within the year. Despite these hurdles, the introduction of SMS has yielded positive results, with a one to two per cent higher response rate compared to email automation. While email surveys generally see a higher completion rate — such as a 97 per cent completion rate for the Canadian Patient Experience Survey – Inpatient Care (CPES-IC) survey compared to 85 per cent via SMS — this variation is likely influenced by survey length. Patients who provide both email and SMS consent can only complete the survey through their selected preferred method, ensuring data integrity.
Beyond expanding digital reach, PFCC has collaborated with TBRHSC’s Volunteer Services to enhance accessibility and engagement, especially for patients facing barriers to technology access. Volunteers equipped with iPads now follow up with patients at discharge, providing the opportunity to complete a survey before leaving if they faced challenges receiving it digitally. Additionally, for patients who were not initially asked at registration to participate, they are given another chance to enroll through volunteers or our post-discharge callback program.
Patient feedback provides valuable information for making decisions about resource allocation, service development, and overall health care strategy. Feedback loops allow for continuous improvement in care delivery, ensuring that services are constantly evolving to meet patients’ needs. At TBRHSC, we remain committed to innovation and leadership in patient experience measurement. By continuously adapting to digital technologies and integrating inclusive engagement strategies, we are ensuring that all patients have a voice in shaping their health care experience, prioritizing their needs and furthering our vision of exceptional care for every patient, every time.