In our Emergency Departments, targeted patient experience initiatives helped drive measurable improvements in care experience. Overall patient experience scores increased from 41 per cent to 53 per cent, while patient involvement in care decisions improved from 53 per cent to 62 per cent. 

These improvements were supported through practical, team-based approaches including  huddles, communication training and integration of the Six Key Elements into frontline care practices.

Across the organization, Niagara Health also expanded patient feedback systems into new clinical areas including Intensive Care, Mental Health & Addictions and Ambulatory Care. Improved email collection strategies and QR-code enabled surveys increased real-time patient feedback participation from six per cent to 15 per cent, helping teams better understand and respond to patient needs.

This shift is also reflected in the voices of patients and families. Over the past year, 1,821 STARS were presented to staff, physicians and volunteers through the STAR Compliment program—more than double the 903 received the previous year—recognizing those who made a meaningful difference in care experiences. 

Patient Experience became increasingly integrated into leadership and operational discussions throughout the year, supported by new data literacy tools, standardized action planning templates and regular program-level reviews of patient feedback data.

The organization also strengthened the voice of patients and families in decision-making.

This year, 19 new Patient Partners joined Niagara Health and contributed to 36 initiatives across the organization, helping shape projects ranging from discharge medication information and spiritual care resources to patient education materials and transitional care planning.

At the bedside, Patient Experience rounding continued across seven inpatient units, allowing teams to proactively address concerns and connect directly with patients and families. More than 620 patients and family members participated in rounding conversations this year. Six of the seven units participating in rounding also demonstrated sustained reductions in formal complaints.

Together, this work reflects Niagara Health’s commitment to creating safer, more compassionate and more connected care experiences — where patients and families feel heard, respected and involved every step of the way.