March 30 - April 01, 2016
Thompson Toronto, Toronto, ON

Day 2

08:00 - 09:10 Networking Breakfast

09:10 - 09:50 Complaints or Opportunities? Leveraging Patient Feedback to Co-Design Better Care

Paula Blackstien-Hirsch MHSc, MSc, CHE, Principal,Quality thru Improvement
Learning Objectives:
  • Understand the key components and concepts used in Experience Based Co-Design – a unique method for capturing and understanding the patient experience, and partnering with patients to design better care delivery
  • Demonstrate how information gathered by Patient Relations can be leveraged to engage patients and capture their experience
  • Recognize the significant value that can be realized by using this method to approach quality improvement

Paula Blackstien-Hirsch MHSc, MSc, CHE

Quality thru Improvement

Learning Objectives:
  • Discover ways to increase effective physician and physician leader engagement in the patient relations process
  • How to mentor Emergency staff on how to take the time to listen and address patient and family concerns as they occur in a busy ER
  • How to start a Citizen’s Advisory Group

Brenda E. Tan FSHCA

Independent Specialist, Patient Relations
Ontario Patient Relations Associations (OPRA)


Lisa Pretty

Director of Communications
College of Physiotherapists of Ontario


Nicole A. Tenn-Lyn MD, MEd, FRCPC, DABEM, FACEP

Staff Emergency Room Physician
Trillium Health Partners, Mackenzie Health


Melissa Romanko

Patient Relations Representative
Health Sciences North (HSN)

10:30 - 11:00 Networking Break-Tea & Refreshments

11:00 - 11:40 Shifting from caring for, to collaborating with, to achieve full inclusion of people living with dementia

Kathy Hickman B.A.Sc, M.Ed, CDET, Education Manager, Alzheimer Society of Ontario,Knowledge Mobilization Lead, BrainXchange
Learning Objectives:
  • Explore the difference between a person-centered and social citizenship rights-based approach and the impact on effective methods for inclusion
  • Develop an understanding of current practices related to including people living with dementia in planning and implementing services, best practices and/or other initiatives
  • Review critical success factors for engaging people living with dementia or other marginalized groups

Kathy Hickman B.A.Sc, M.Ed, CDET

Education Manager, Alzheimer Society of Ontario
Knowledge Mobilization Lead, BrainXchange

11:40 - 12:20 The Challenge of Turning Straw into Gold: Transforming Patient Feedback into Quality Improvements

Glenda Coleman-Miller, Patient Concerns Officer and Executive Director – Patient Relations,Alberta Health Services
Learning Objectives:
  • Participants will become familiar with the patient feedback data collected by the Patient Relations Department and reported across Alberta Health Services (AHS) including:
  • Organizational support for receiving and acting on Patient Feedback
  • Scope of data collection (data elements, programs, sites, statistics, etc.)
  • Categorization of data (categorization of feedback, staff involved, risk, improvements identified, etc.)
  • Standard reporting of data – regular reports generated and disseminated

  • Participants will be presented with the work undertaken by AHS to:
  • Manage the perceived disproportionate complaint : compliment ratio
  • Analyze and act on the data
  • Correlate the patient feedback data with other data sources
  • Use of concerns data to audit and improve the Concerns Resolution Process

  • Participants will discuss the challenges in using patient feedback data including:
  • Use of statistics (quantitative data) versus patient stories (qualitative data)
  • Quality Improvement at the Unit Level versus Systemic Change
  • Generating “Actionable” Data versus Reports
  • Integration of patient feedback with other data sources to understand and improve complex care issues
  • Use of patient surveys and internal data to improve the concerns resolution process

Glenda Coleman-Miller

Patient Concerns Officer and Executive Director – Patient Relations
Alberta Health Services

12:20 - 13:20 Networking Lunch

13:20 - 14:00 “I attended a School for Radicals: I learned how to Rock the Boat and not Fall Out”

Jody-Lee Farrah M.S.W.,R.S.W., Manager, Analysis & Investigation,Office of the Alberta Health Advocates
Learning Objectives:
  • Review some emerging directions for change agents
  • Identify some of the challenges and barriers for change agents
  • Outline some implications for the way the participants’ of the workshop work

Jody-Lee Farrah M.S.W.,R.S.W.

Manager, Analysis & Investigation
Office of the Alberta Health Advocates

14:00 - 14:40 Capturing the Patient Voice One Story at a Time

Tamara Dube-Clarke, Safewards Project Lead,North Bay Regional Health Centre
Learning Objectives:
  • Why we need to capture the patient and family voice
  • Review photo voice and digital story telling as methods to gain story
  • What the patient and family story can teach us
  • Tools to capture the voice of our patient and families

Tamara Dube-Clarke

Safewards Project Lead
North Bay Regional Health Centre

14:40 - 15:10 Networking Break-Tea & Refreshments

Learning Objectives:This session will review the various types of complaints that are received;
  • Asking questions
  • Venting
  • Seeking Clarification
  • Grieving
  • Blaming
  • Asking for $$
And provide examples of the types of letters to write in response;
  • Explanations
  • Clarifications
  • Apologizing
  • Acknowleging
  • Compassion
  • Closure

Pamela Marshall RN, LLB, LLM

Executive Director of Patient Relations and Legal Affairs
The Scarborough Hospital

15:50 - 16:30 Getting ahead of the game by involving patients in identifying common issues and co-designing solutions

Alies Maybee, SPOR Team Lead and Patient Advisor,Patients Canada
Learning Objectives:
  • How to work with patients who are advisors and not immediate complainants in a constructive way to identify issues from patient's stories
  • How to identify complainants that might be interested in becoming advisors
  • How to leverage the advisors to work on co-design teams to build solutions

Alies Maybee

SPOR Team Lead and Patient Advisor
Patients Canada


Brenda E. Tan FSHCA

Independent Specialist, Patient Relations
Ontario Patient Relations Associations (OPRA)