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

Glenda Coleman-Miller

Patient Concerns Officer and Executive Director – Patient Relations
Alberta Health Services
Coming Soon!


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

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


Check out the incredible speaker line-up to see who will be joining Glenda.

Download The Latest Agenda