Day 2

08:00 AM - 09:10 AM Networking Breakfast

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

Paula Blackstien-Hirsch, 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

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

Brenda E. Tan

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

Lisa Pretty

Director of Communications
College of Physiotherapists of Ontario

Nicole A. Tenn-Lyn

Staff Emergency Room Physician
Trillium Health Partners, Mackenzie Health

Melissa Romanko

Patient Relations Representative
Health Sciences North (HSN)

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

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

Kathy Hickman, 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

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

11:40 AM - 12:20 PM 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 PM - 1:20 PM Networking Lunch

1:20 PM - 2:00 PM “I attended a School for Radicals: I learned how to Rock the Boat and not Fall Out”

Jody-Lee Farrah, 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

Manager, Analysis & Investigation
Office of the Alberta Health Advocates

2:00 PM - 2:40 PM 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

2:40 PM - 3:10 PM 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

Executive Director of Patient Relations and Legal Affairs
The Scarborough Hospital

3:50 PM - 4:30 PM 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

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