Waterloo Wellington LHIN Patient Experience Scorecard 

The Waterloo Wellington Patient Declaration of Values guides work across the health system as we work to make it easier for patients to be healthy and to get the care and support they need.

The Patient Experience Scorecard measures patient experience aligned to each section of the Patient Declaration of Values to support targeted improvements in areas that matter most to patients and families.

Data Sources - CCEE: Client and Caregiver Experience Evaluation, HCES: Home Care Experience Survey, SCA: System Coordinated Access


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PATIENT-CENTRED CARE:

- That understands that you are a whole person,

- Treats you with compassion and respect, and

- Includes your family and support system in your care

 

Indicator

Data Source

Results

Prov. Average

% of residents who felt involved in developing care plan

CCEE Survey
January 2019 – March. 2019

83.5%

82.2%

% of residents reporting their primary care provider spends enough time with them

HCES
July 2018 – June 2019

81.8%

82.3%

% of residents with a primary care provider who has an after-hours clinic

HCES
July 2018 – June 2019

52.8%

40.3%

% of residents who saw their primary care provider same day/next day when sick

HCES
July 2018 – June 2019

43.5%

39.6%

% of patients with family and friends able to be involved in decisions about care and treatment as much as desired

CPERS,

2017-18

71%

N/A

 

 

 

 

 

 

 

 

 

 

 

 

 

Alt=''A PARTNERSHIP WITH YOUR CARE PROVIDER:
- That shares responsibility and accountability with you,
- Provides care and support to achieve your health goals, and
- Considers all your health needs, connecting you to health and community services.

 

Indicator

Data Source

Results

Prov. Average

% of residents receiving home care reporting good, very good or excellent overall quality of care

CCEE Survey
January 2019 – March. 2019

90.1%

90.5%

% of residents reporting excellent or very good care from their primary care provider

HCES
July 2018 – June 2019

68.7%

72.7%

% of residents reporting their primary care provider, or someone in their office, knows their medical history

HCES
July 2018 – June 2019

81.5%

83.3%

% of residents reporting their primary are provider, or someone in their office, gives them a chance to ask questions about recommended treatment

HCES
July 2018 – June 2019

88.5%

85.1%

% Who report eReferral from their primary care provider to be an easy process for accessing specialist care

SCA

November 2019

96%

N/A

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Alt=''COMMUNICATION:
- That allows you to be heard in a safe and caring environment,
- Provides clear health information that you can understand, and
- Shares open and transparent information with you and your care teams

 

Indicator

Data Source

Results

Prov. Average

% of patients/families who received a response from WWLHIN Patient Relations following a complaint/concern/inquiry within five days

WWLHIN Internal
July 2019 – September 2019

100%

N/A

% of residents reporting their primary care provider, or someone in their office, explains things in a way that is easy to understand

HCES
July 2018 – June 2019

91.8%

92%

% of residents reporting their primary care provider was up to date on their care following a hospital discharge

HCES
July 2018 – June 2019

50.5%

72.4%

% Who report feeling more informed about their care after receiving an updated notification when using eReferral from their primary care provider to access specialist care

SCANovember, 2019

81%

N/A

% Who felt there was good communication about their care between doctors, nurses and other hospital staff

CPERS,

2017-18

56%

N/A

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Alt=''EQUITABLE CARE
- That puts your needs first regardless of your situation,
- Eliminates barriers to receiving timely and safe services, and
- Is free of prejudice, stigma and judgment

Indicator

Data Source

Results

Prov. Average

% of residents receiving home care reporting their care coordinator built relationships and trust

CCEE Survey
January 2019 – March. 2019

94.9%

91.8%

% of residents receiving home care reporting their safety concerns were addressed

CCEE Survey
January 2019 – March. 2019

85.1%

91.8%

% of residents receiving home care reporting service was available in their language

CCEE Survey
January 2019 – March 2019

94%

93.9%

% of residents with a primary care provider who want one

HCES
July 2018 – June 2019

95.7%

94.5%

Number of people who provided feedback on a care experience

WWLHIN Internal
July 2019 – September 2019

133

N/A

% that before leaving the hospital, felt they had a clear understanding about all of the prescribed medications, including those that were being taken before the hospital stay

CPERS, 2017-18

76%

N/A

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Alt=''CONTINUOUS IMPROVEMENT IN HEALTH CARE:
- That provides you with access to the best quality of care,
- Increases access to new innovative technology and treatments, and
Contributes to your confidence and trust in the health system

Indicator

Data Source

Results

Prov. Average

% ofpalliative home caregiversreporting an overall positive home care experience

VOICEs Survey
January 2019 – March. 2019

89.2%

90.5%

% of residents receiving home care reporting the care received met their expectations

CCEE Survey
January 2019 – March. 2019

85.1%

N/A

% of residents receiving home care reporting they would recommend the LHIN to family/friends

CCEE Survey
January 2019 – March. 2019

94.3%

95.2%

% of residents reporting the quality of health care in the community has improved

HCES
July 2018 – June 2019

21.9%

23.1%

% Who report receiving an update notification improved their patient experience when using eReferral

SCANovember, 2019

95%

N/A

% of patients who felt they received enough information from hospital staff about what to do if they are worried about their condition or treatment after leaving the hospital

CPERS

2017-18

60%

N/A

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CCEE – Client and Caregiver Experience Evaluation

HCES – HealthCare Experience Survey

SCA – System Coordinated Access

VOICES - Views Of Informal Caregivers EOL Survey

CPERS – Canadian Patient Experience Reporting System

WWLHIN Internal - Patient complaints and compliments submitted to WWLHIN staff