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
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Paula Blackstien-Hirsch MHSc, MSc, CHE

Principal
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
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Brenda E. Tan FSHCA

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

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Lisa Pretty

Director of Communications
College of Physiotherapists of Ontario

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

Staff Emergency Room Physician
Trillium Health Partners, Mackenzie Health

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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
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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
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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
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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
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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
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Alies Maybee

SPOR Team Lead and Patient Advisor
Patients Canada

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Brenda E. Tan FSHCA

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