CIHI: Humber Leads Large Community Hospitals in Patient Satisfaction

September 20, 2017

We are absolutely thrilled to announce that according to the Canadian Institute of Health Information (CIHI) and the National Research Council’s (NRC) Patient Experience Survey Results released in August 2017, Humber River Hospital was rated:

  • First in patient satisfaction amongst all participating large community hospitals in Ontario.
  • Sixth overall amongst all hospitals in Ontario.

Further, when Humber River Hospital patients were asked “Would you recommend Humber River Hospital to family and friends?” 80% replied “Yes”.

80% of HRH patients reported that they would recommend Humber River Hospital to family and friends.

“On behalf of the Board of Directors, I would like to extend my congratulations to the physicians, staff and volunteers at Humber River Hospital who made this happen,” says Terry Leon, Humber River Hospital’s Board Chair and CEO of Leon’s Furniture Ltd.  “As a Board, these types of surveys mean a lot as they represent the voice of the patients we serve. “

Barbara Collins, CEO and President of Humber River Hospital states, “Everything we do here at Humber River Hospital is to improve the quality, safety and reliability of patient care and it is the Humber River Hospital team who make this happen every day.”

According to the survey, in 2015-16 Humber River Hospital’s Patient Satisfaction score was 60.9%.  However, in 2016-17, this score jumped to 72%, an increase of 11%.  In addition, when Humber River Hospital patients were asked “would you recommend Humber River Hospital to family and friends?” – 80% replied “Yes”.

Collins points to two main factors as having had an impact on patient satisfaction. “First, we focused on the physicians and staff of Humber River and worked to ensure that they had the right tools, space and support to deliver excellent care,” explained Collins.  “Investing time and effort in creating a positive work environment for physicians and staff has an immediate effect on the patient experience,” she said. Collins explained that one specific approach that was taken was to embark on an extensive physician and staff engagement endeavor and on improving patient satisfaction through a partnership with Studer Group Canada©. This journey is a long-term commitment, so Collins expects that the hospital will continue to see improvements over time.

Humber River Hospital was rated first in patient satisfaction among all participating large community hospitals in Ontario

Secondly, Collins points to Humber River’s new Wilson site facility itself. Its new, green, clean design and its use of appropriate technologies, tools and space have supported physicians and staff in providing excellent care, but have also gone a long way in creating a welcoming place for patients and their families.  For example, in-patients at Humber River Hospital have the benefit of a single patient room complete with a three piece washroom, comfortable sleeping space for family to remain with them and great digital technology.

“We see patients and families at some of the most stressful and difficult points of their lives and it’s up to us to ensure that their interaction with the hospital is positive”, says Collins. “These results are heartening and show that we are on the right track.  If we’ve accomplished this much of an improvement in a year, can you imagine what we can achieve by this time next year?”



Click here to learn more about the Canadian Patient Experience Survey.

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