Nurses in the Aftercare Clinic at Mackenzie Health set out to make their services more patient-centred and patients were very appreciative. “The improvements have increased patient satisfaction, flow, and convenience,” says Simone Papernick, Patient Care Manager and “they reflect one of Mackenzie Health’s Wildly Important Goals of making the patient the centre of all our activities.”
The clinic provides services to individuals with chronic and severe illnesses. Weekly diagnostic tests such as blood work are essential to monitor patients for potential negative side effects caused by their treatment medications. On a single visit, patients would need to go to the Lab to complete mandatory bloodwork, then to the clinic for a check in with the nurse, followed by a consultation with the doctor and then a trip to the Pharmacy team to obtain their medication.
After a focus group with patients, the entire process was changed to make it more convenient. Clinic staff were trained to dispense medication and take blood so patients can now obtain all services (bloodwork, medications) in one location. The clinic also extended its hours by opening at 7 a.m. so patients can pop-in for their appointment and get to work on time. Erin Nery, the Team Lead in the clinic noted, “patients were very pleased with the change.”