(Quebec) Quebecers will soon be able to rate their healthcare network experience the way they do in restaurants. Minister Christian Dubé launches a new tool to measure the satisfaction of patients who have received care and services in a healthcare facility.
Posted at 5:00 am
Were the deadlines acceptable? Were you treated with respect? Did you have enough time to ask your questions? Here is an overview of the questions a network user must answer after traversing the public network.
The Minister of Health is introducing a pilot project in four health establishments (CIUSSS de l’Est-de-l’Île-de-Montréal, CHU Sainte-Justine, CIUSSS du Saguenay-Lac-Saint-Jean and CISSS de la Côte – Nord) for the Collection of the first data.
The Legault government plans to expand its targets across the network over the next year. Ultimately, it is expected that each person who has an interaction with the health and social services network will be able to evaluate the service received.
The principle is relatively simple: during his visit to the hospital, for example, the user receives a QR code that gives him access to an online questionnaire.
The technology was also tested a few weeks ago at the four participating locations.
The first results will be released next Tuesday during the next update of the Department of Health and Human Services (MSSS) dashboard under the Patient Experience indicator.
Christian Dubé also began mentioning “the patient experience” when presenting his health plan in March 2022.
The minister said he wants to follow the example of the success of the vaccination campaign during the pandemic so that the healthcare network “becomes a model to follow for a patient experience […] focuses on accessibility and quality of care”.
upcoming bill
This regular measurement also allows him to assess whether the changes he is making in his recovery plan are having an impact right down to the patient. Also this week, Christian Dubé affirmed that his reform would “shake” the pillars of the temple.
The minister is now scheduled to present his bill each week to make the network more efficient by establishing Santé Québec, an agency headed by a CEO who will oversee all operational aspects while the ministry focuses on broad directions and planning concentrated.
In an interview with La Presse two weeks ago, Prime Minister François Legault let it be known that the structural change will have a bigger impact than expected and will significantly redefine the roles and powers of all levels of the healthcare network.
A score from 0 to 10
The new collection does not replace the network’s local initiatives, while some establishments are already asking their users about their needs. However, this is the first ongoing exercise that will provide a national picture of patient satisfaction.
In Minister Dubé’s project, users can rate different statements about their experiences from 0 to 10, as indicated at the beginning of the text. The patient is also asked to give general credit for their journey through the network.
This latest data is published in the dashboard and allows an overall satisfaction rate to be determined as a percentage.
Quebec faces difficult qualities in the current context of the network, while the emergency situation is still fragile. The average length of stay on the stretcher on March 13 was 17 hours. Waiting lists for surgical procedures also remain at record highs.
Even when contacting a psychiatric service and the youth welfare office, the traffic lights are always red.
At the time of the unveiling of his dashboard last May, Christian Dubé had hinted in an interview with La Presse that “Quebecers [étaient] ripe for being told the real thing” and that “even if the results are difficult […]it is better to be transparent”.