The Sunrise Regional Health Authority has moved a step closer to addressing a major recommendation of the Patient First Review with approval of a "Customer Engagement and Service Expectation Action Plan."
The word "customer" is being used as a single term representing all people who access and interact with the health system. Potential health system customers include community and program clients, acute care patients, families, long-term care residents and the general public.
The plan sets out a range of communications methods and tools to help service providers hear and consider the voice of the people they serve.
The goal is greater focus on the customer's experience and expectations.
When developing the Sunrise Health Region plan, the region referenced the Patient First Review and observed best practice in other health jurisdictions as well as reviewing client concern reports and employee recommendations through quality, improvement, and safety meetings.
"When we examine the health system from the viewpoint of the customer our concept of what is important broadens," says Interim CEO, Suann Laurent. "In addition to positive health outcomes other aspects contribute to a positive experience including ease of access, less time spent waiting, and respectful and interactive communication."
The "Customer Engagement and Service Expectation Action Plan" will be rolled out in stages in all programs and areas of the health region. The plan can be viewed on the health region website: www.sunrisehealthregion.ca.
