Redesigning Services with Patients and Families

Patient services in health care organizations are for the most part developed with patients in mind, but with very little patient participation. In order to incorporate the patient point of view into service design and delivery, we’ve started to work with Baycrest Centre for Geriatric Care to redesign specific services with family and patient participation. We are beginning with the “Day of Moving In.”

We would very much like to work with other organizations who hope to bring the patient perspective into service redesign. We understand that hospital triage nurses are not widely trained to respond to patient anxiety in emergency rooms. We would like to work with hospitals to develop a training program to help them respond better to patient anxiety. We believe that a better way of dealing with patients’ anxiety in the emergency will improve everyone’s experience.