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
October 2018 – December 2018

80.2%

82.2%

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

HCES
April 2018 - March 2019

83.3%

82.8%

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

HCES
April 2018 - March 2019

54.9%

40.1%

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

HCES
April 2018 - March 2019

45.6%

39.5%

Wound Care

 

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 very good or excellent overall quality of care

CCEE Survey
October 2018 - December 2018

87.7%
90.5%
% of residents reporting excellent or very good care from their primary care provider

HCES
April 2018 - March 2019

70.2%

73.1%

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

HCES
April 2018 - March 2019

80.8%

83.2%

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

HCES
April 2018 - March 2019

89.5%

85.7%

% Who report eReferral from their primary care provider to be an easy process for accessing specialist care
SCA June 2019 96%  N/A

 

 

pdov3COMMUNICATION:
- 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 receive a response from WWLHIN Patient Relations following a complaint/concern/inquiry within five days

WWLHIN Internal
April 2019 - June 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
April 2018 - March 2019

91.9%
92%
% of residents reporting their primary care provider was up to date on their care following a hospital discharge

HCES
April 2018 - March 2019

55.7%
73.3%
% 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
SCA June 2019
81%
 N/A

 

 

pdov4EQUITABLE 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
October 2018 - December 2018

92%   91.8%
% of residents receiving home care reporting their safety concerns were addressed

CCEE Survey
October 2018 - December 2018

84.9%
91.8%
% of residents receiving home care reporting service was available in their language 

CCEE Survey
October 2018 - December 2018
91.3%
93.9%
% of residents with a primary care provider who want one

HCES
April 2018 - March 2019

94.3%
94.2%
Number of people who provided feedback on a care experience 

WWLHIN Internal
April 2019 - June 2019

198
N/A
                                                                                                               

 

 

pdov5CONTINUOUS 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
% of palliative home caregivers reporting an overall positive home care experience

Voices Survey
January 2019 - March 2019

89.1%
90.5%
% of residents receiving home care reporting the care received met their expectations

CCEE Survey
October 2018 - December 2018

82.6%
N/A
% of residents receiving home care reporting they would recommend the LHIN to family/friends

CCEE Survey
October 2018 - December 2018

94%
95.2%
% of residents reporting the quality of health care in the community has improved

CCEE Survey
April 2018 - March 2019

22.5%
23.3%
% Who report receiving an update notification improved their patient experience when using eReferral
 SCA June 2019
95%
 N/A

 

Data Sources:

  • CCEE (Waterloo Wellington LHIN Client and Caregiver Experience Evaluation Survey)
  • HCES (Health Care Experience Survey)
  • SCA (System Coordinated Access Survey)
  • WWLHIN Internal (Patient complaints and compliments submitted to WWLHIN staff)

CCEE Survey
April, 2017- March, 2018

91.0%
891.8%
% of residents receiving home care reporting service was available in their language 

CCEE Survey
(FY 17/18)