Each year the Centre for Addiction and Mental Health (CAMH) asks patients and families to provide feedback about their care at CAMH by completing the Ontario Perception of Care (OPOC) survey.
Receiving this information from the people who matter most is crucial because it not only helps us to understand what we are doing well, but it lets us know how we can continue to provide exceptional care.
The survey team in Department of Quality, Safety and Patient/Family Experience shares the feedback with CAMH leaders to help them understand the patient and family experience of care at the hospital. This feedback is also shared with the people it impacts the most— patients, families and of course staff.
Miriam McCann, Advanced Practice Clinical Leader, Patient and Family Experience, says CAMH uses the survey results to develop targeted quality improvement initiatives.
“We have heard from patients and families that they would like more involvement in discharge planning as well as more comprehensive plans. In response to this feedback, CAMH developed the Discharge Project in collaboration with patients, families and staff,” said Miriam,
“It includes Patient Oriented Discharge Summaries (PODS) which have been implemented across the hospital, as well as timely follow-up with services after discharge and enhanced patient education at discharge.”
The OPOC Survey takes place annually, over a three-week period in November and is a part of CAMH’s commitment to collaborating with patients and families in an effort to provide continuous quality improvement.
“We had a greater response rate than ever before, with 867 patients (185 inpatients and 682 outpatients) and 117 family members completing the OPOC Survey,” said Miriam.
What We Heard
In 2017, we heard from patients that the facilities are accessible, staff is knowledgeable, competent and respectful; and patients appreciate the private spaces available to discuss personal issues.We also heard patients would like more group activity options and an increase in services to be offered at more convenient times and locations.
CAMH would like to thank those who took the time to share their feedback and have chosen to play an active role in improving the patient and family experience.
At CAMH we’re constantly looking to collaborate on and create new and innovative ways to better our service and care for patients and families and we’d like to further extend the opportunity to provide direct feedback.
Patients and families can do so by taking the time to provide that feedback anonymously by clicking here.