ALC, divided by the total number of performance better than target. Increased acute inpatient days. organizational focus on ALC enabled improved % performance over the past 12 months. This metric will All acute patients be continued to be monitored. Both changes have Q3 2012/13 Q2 2013/14 been initiated. The hospital has established a – Ministry of Health Portal Utilization Team that will monitor this metric along with others such as Wait Times and % Readmission. 4 From NRC Canada: "Overall, how 84.30 89.00 84.30 In April 2014/15 leadership and staff changes would you rate the care and services occurred in the Patient Experience team resulting in a you received at the hospital change in process. For this measure, an action plan (inpatient care)?" (add together % of was developed using existing methods within our those who responded "Excellent, organization. A patient satisfaction working group was Very Good and Good"). established. Three areas of priority emerged from the % review of our satisfaction data: improve and better All patients communicate our complaint process enhance Oct 2012- Sept 2013 activities in evenings, weekends help with life skills. NRC Picker Results for knowing about our complaint process have improved from 42% satisfaction to 58% satisfaction. Improvement teams for activities were formed in January 2015 and hope to see improvement by the end of April 2015. An improvement team for life skills is to be formed in Q4." 5 Physical Restraints: Number of 6.74 4.00 5.80 Performance overall has improved but target not admission assessments where achieved. Performance varies each month and ranges restraint use occurred in last 3 days between 0% use of restraints to 11.4%. This indicator divided by the number of full requires intense change management strategies as it admission assessments in time attempts to change traditional practices in mental period health care. % All patients Q4 2010/12 - Q3 2012/13 OMHRS, CIHI
ALC, divided by the total number of acute inpatient days. % All acute patients Q3 2012/13 – Q2 2013/14 Ministry of Health Portal performance better than target. Increased organizational focus on ALC enabled improved performance over the past 12 months. This metric will be continued to be monitored. Both changes have been initiated. The hospital has established a Utilization Team that will monitor this metric along with others such as Wait Times and % Readmission. 4 From NRC Canada: "Overall, how would you rate the care and services you received at the hospital (inpatient care)?" (add together % of those who responded "Excellent, Very Good and Good"). % All patients Oct 2012- Sept 2013 NRC Picker 84.30 89.00 84.30 In April 2014/15 leadership and staff changes occurred in the Patient Experience team resulting in a change in process. For this measure, an action plan was developed using existing methods within our organization. A patient satisfaction working group was established. Three areas of priority emerged from the review of our satisfaction data: improve and better communicate our complaint process enhance activities in evenings, weekends help with life skills. Results for knowing about our complaint process have improved from 42% satisfaction to 58% satisfaction. Improvement teams for activities were formed in January 2015 and hope to see improvement by the end of April 2015. An improvement team for life skills is to be formed in Q4." 5 Physical Restraints: Number of admission assessments where restraint use occurred in last 3 days divided by the number of full admission assessments in time period % All patients Q4 2010/12 - Q3 2012/13 OMHRS, CIHI 6.74 4.00 5.80 Performance overall has improved but target not achieved. Performance varies each month and ranges between 0% use of restraints to 11.4%. This indicator requires intense change management strategies as it attempts to change traditional practices in mental health care.