Getting the Patient Perspective to Improve Care
As a satisfied patient of Mackenzie Health, Al Itwar was looking for a way to ensure that others would feel the same. “I appreciated the high level of service, great care and compassion the staff showed,” says the Richmond Hill resident. “I wanted to make sure that continued and improved.”
That’s why Itwar was eager to join the hospital’s Patient and Family Advisory Council (PFAC) when it was launched in 2015. PFAC members share their experiences with the organization and advise Mackenzie Health staff and physicians on how to improve care.
PFAC is yet another way that the hospital team incorporates the patient perspective in planning programs, services and policies. One recent example of PFAC engagement is the three-day consultation with the Seniors Friendly Hospital program where recommendations were made to the Seniors Health Team on how to manage incontinence for mobile patients to help maintain independence in patients. “We also looked at ways to enhance communication amongst staff, patients and families to manage this issue. Being able to make the slightest difference for other patients is very gratifying,” says Sabine Bril, PFAC member who participated in the conference.
Council is ‘Sounding Board’ for President
To improve the patient and family care experience, Altaf Stationwala, Mackenzie Health’s President and CEO, looks for a range of feedback. Doctors and other healthcare professionals, administrators, staff, the Board, and various committees all have vital input. Yet there’s another group – the President’s Community Advisory Council – that Stationwala calls “a sounding board for my office.”
“It’s critical to engage our stakeholders in helping us define and refine our future state,” he says.
The President’s Community Advisory Council includes healthcare and first responder partners, multi-faith representatives, elected officials and local residents from across Southwest York Region. They offer valuable insight on everything from strategic direction, to HR initiatives, to plans for the Mackenzie Vaughan Hospital.
“There’s a meaningful role in helping the hospital’s leadership to better understand the community and align with its needs, which translates into improved care,” says Council Co-Chair Bill Hogarth.
As Stationwala adds, it’s yet another way to ensure that Mackenzie Health hears the community’s voice loud and clear.
On Board with Community and Accountability
Read the biographies of Mackenzie Health’s Board of Directors on its website, and you’ll find a rich diversity of experiences. Between them, the members come from the worlds of business, accounting, healthcare, information technology, banking, construction and government. They’ve served on dozens of other committees and boards. While their backgrounds differ, their motivation is similar.
“They come from the community and their interests are improving the health of the community,” says Altaf Stationwala, President and CEO of Mackenzie Health.
Board Chair John Mills says the group is dedicated to strong governance, whether being stewards of the strategic plan or meeting the high expectations of the community. “We’re focused on what we need to do to continually enhance care and improve health,” says Mills. “What’s rewarding is seeing the results.” From quality to safety to innovation, “the Board holds leadership accountable to meet those objectives,” Stationwala says.Share: