Partnering with our patients, residents and families
At Covenant, we believe that high-quality, person-centred care comes from engaging with those we serve.
At the individual level, this means actively involving patients in our hospitals in decisions about their care and ensuring that residents in our care centres have a say in how they live. At the organizational level, we work with volunteers in our Patient/Resident & Family Engagement program to continuously improve the care experience in our facilities and create better health outcomes. From planning to delivery to evaluation, everything we do is shaped and informed by the feedback and real-life experiences of our patients, residents and families.
What matters most
Every day we take opportunities to ask our patients and residents “what matters to you?” as we care for them in our hospitals and centres. And each year we participate in What Matters to You Day, a global movement focused on fostering meaningful conversations between patients, residents and families who receive health care and the staff, physicians and volunteers who provide it. Talking with those we serve about what matters most builds trust and is key to supporting their health and well-being and to providing them the best, person-centred care.
Christine Holubec-Jackson, a member of the Covenant Health Patient/Resident & Family Advisory Council, shares what matters to her in the care she receives from the health system.
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Covenant Partners program
Our Covenant Partners are volunteers who contribute their time, skills and experiences to help shape health care and make improvements that matter to individuals and families. They may be current or former patients, residents or family members or simply people in the community who want to make a difference in our work and in patient or resident care. Our partners help us plan, deliver and evaluate services by working with one of our programs or sites or participating in councils, committees or focus groups. We are grateful to our Covenant Partners for the unique insights and perspectives they bring.
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Patient/Resident & Family Advisory Council
Several of our Covenant Partners are members of our Patient/Resident & Family Advisory Council. Created in 2019, the council gives patients, residents and families a voice in building better healthcare experiences. It works with our board of directors, leaders, staff and physicians to:
Improve Covenant Health policies, care practices and materials
Co-design materials and strategies for improving healthcare quality and safety
Support changes that improve safety and quality
Patient and Resident Engagement Framework
In 2019, we launched a new Patient and Resident Engagement Framework. It serves as a model for engagement across the Covenant family, based on our belief that engagement is at the heart of health and healing and is foundational to providing quality care. Engagement — and our model — helps us deliver care and services consistently across our organization at key touchpoints in the patient and resident experience.
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Engaging with partners to improve health care
Volunteers with our Covenant Partner program are bringing their unique perspectives to initiatives across our organization. From giving feedback on patient resources to assisting with the opening of a new clinic, they are helping us improve our services and provide person-centred care.
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Improving the patient and resident care journey
A pilot program at Covenant sites is bringing community volunteers and Covenant leaders together to address challenges in the care journey patients and residents experience. The pilot is helping the sites provide the best care possible.