Providing you with excellent patient care is at the heart of everything we do at Oak Valley Health. Our goal is to provide you and all our patients with the best care every day. We can do this by creating opportunities to support you and all of our staff, physicians, and volunteers on an ongoing basis. We support, develop, and implement strategies to improve the quality, safety, and efficiency of our services. We believe that everyone at our Markham Stouffville Hospital, Uxbridge Hospital, and Reactivation Care Centre play a role in enhancing your patient experience.
Qualtrics XM Patient Experience Surveys
We’ve gone digital!
Patient and family feedback is incredibly important to us as we strive to provide an extraordinary patient experience. This includes conducting surveys to ask questions about your care and experience, and collecting the information to shape our PREMs (Patient Reported Experience Measures). By surveying our patients and families about experiences at Oak Valley Health, we are able to identify our areas of success and work on opportunities for improvement.
As of March 2024, Oak Valley Health is transitioning from a post-discharge telephone survey, to a real-time digital email survey through Qualtrics XM. This means that after consenting at registration to be contacted through email, you will receive a specific survey related to your care, to provide feedback after discharge. By connecting digitally, we will gain valuable insights in a timely manner, and further amplify the voices and experiences of our patients and families.
Essential Caregiver Program
At Oak Valley Health, we appreciate the impact of family, friends, loved ones, and caregivers on patient experience and safety. It is also our priority to keep patients, staff, and visitors safe. As such, the Essential Caregiver Program was developed to safely reintegrate loved ones in the patients care throughout their hospital journey.
Patient- and family-centred care
Patient- and family-centred care is an approach to health care that shapes our policies, programs, facility design, and staff day-to-day interactions. Our goal is to make sure our decisions respect your and all our patients’ needs, values, and preferences. Below are our four principles of patient- and family-centred care.
- Respect and dignity
We will treat you and all our patients, staff, and families with respect and dignity. We honour and appreciate your ideas and choices. We recognize you and all our patients, families, and staff as integral members of our overall care environment.
- Information sharing
You and all our patients have the right to receive accurate, relevant, and unbiased information and details. We want you to feel confident in participating in your health care and communicating with the hospital.
- Participation
We want you and all our patients and families/loved ones to feel empowered, and we encourage you to participate in your clinical decision-making. As the patient, you determine which family/loved ones are involved in your care. This decision is not limited to blood ties.
- Collaboration
We are always interested in your feedback, and we include all our patients and their family members to help co-design health care services, develop policies, and evaluate essential programs. We acknowledge and honour the ideas you and all our patients have to offer in ensuring high quality health care for all.
iCARE Program
The concept of iCARE was born from the idea that compassion must be at the heart of everything we do. At Oak Valley Health, we know that excellent medical care is only one part of the picture. Patients and families feel best when care is delivered with empathy, respect, and through good communication. Our iCARE Program serves to make this the standard. All staff undergo iCARE training with a focus on building trust and a connection with our patients and families, because we know recovering is only the beginning of the journey for the family.
We want you to have an extraordinary experience while at our hospitals, and to truly feel we are Honoured to Care.
Scent- and latex-free Environment
Please do not use any perfumes or scents before you come to our hospitals. Our Markham Stouffville Hospital and Uxbridge Hospital are scent-free environments.
Latex can cause a severe allergic reaction. Please do not bring latex balloons to our hospitals. Mylar balloons are acceptable.