What is the Patient Experience Survey?

The Patient Experience Survey (PES) is a Patient and Family Centred Care (PFCC) engagement strategy that gives our patients a chance to provide feedback about their experience at Thunder Bay Regional Health Sciences Centre (TBRHSC). Responses from the survey provide valuable insight into how we can provide care that is respectful of, and responsive to, patient/family preferences, needs and values. Additionally, since survey collection happens across Ontario’s hospitals, participation allows us to ensure services meet both community and provincial standards of care.

Why is the PES important for patients, caregivers, and staff?

By focusing on the PFCC concepts of dignity and respect, collaboration, and participation, the PES helps staff gain a deeper understanding into how patient experiences vary across the different populations and areas in our organization. Feedback also provides an opportunity to integrate the patient’s voice into our practices, and ensures that we provide services which are guided by patient/family values in a meaningful way.

Where can we see this in action?

The PES is distributed through email or SMS and can be completed by any patient that has recently received care or services at TBRHSC. While signing in at any TBRHSC registration service desks, patients should expect to be asked if they would like to provide their email or phone number for the PES. Patients may also choose to sign up for a PES within 48 hours of discharge by emailing TBRHSC.PFCC@tbh.net or calling Patient Advocate (807-684-6211). The survey takes approximately 15 minutes to complete and the email address or phone number provided is only used for the patient’s most recent visit and is never shared with any third parties.

Find out more about Patient and Family Centred Care at https://tbrhsc.net/home/caring-for-patients-families/.