(Quebec) Quebecers will soon be able to evaluate their experience in the health network as they do in restaurants. Minister Christian Dubé is launching a new tool to survey the satisfaction of patients who have received care and services in a health establishment.
Were the deadlines acceptable? Have you been treated with respect? Did you have enough time to ask your questions? Here is an overview of the questions that a network user will be asked to answer after passing through the public network.
The Minister of Health is deploying 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 extend its aims to the entire network over the next year. Eventually, it is expected that each person having an interaction in 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 will receive a QR code which will allow him to access an online questionnaire.
Moreover, the technology began to be tested a few weeks ago at the four participating sites.
The first results will be revealed next Tuesday during the next update of the dashboard of the Ministry of Health and Social Services (MSSS) under the “Patient Experience” indicator.
Christian Dubé also began to mention “the patient experience” during the presentation of his Health Plan, in March 2022.
The Minister said he wanted to follow the example of the success of the vaccination campaign during the pandemic so that the health network becomes “a model to follow for a patient experience […] focused on accessibility and quality of care”.
Upcoming bill
This periodic measurement will also allow him to assess whether the changes he makes in his recovery plan will have effects right down to the patient. Again this week, Christian Dubé affirmed that his reform will shaker » the columns of the temple.
The minister is due to present his bill any week now to make the network more efficient by creating Santé Québec, an agency headed by a CEO who will oversee all operational aspects, while the Ministry will concentrate on the large directions and planning.
In interview with The Press Two weeks ago, Premier François Legault let it be known that the structural change will have greater effects than expected and will significantly redefine the roles and powers of all levels of the health network.
A score from 0 to 10
The new collection does not replace the network’s local initiatives, while some establishments are already surveying their users according to their needs. However, this is the first continuous exercise that will provide a national picture of patient satisfaction.
In Minister Dubé’s project, users will be able to give a mark from 0 to 10 on various statements about the experience lived, as indicated at the beginning of the text. The patient will also be asked to give a general appreciation of his passage through the network.
It is this last piece of data that will be published in the dashboard and that will make it possible to establish a general satisfaction rate, as a percentage.
Quebec is exposed to difficult grades in the current context of the network while the situation is still fragile in emergencies. The average length of stretcher stay was 17 hours as of March 13. Surgical waiting lists also remain at record highs.
The lights are also always red to obtain a mental health service and at the Department of Youth Protection.
At the time of the unveiling of his dashboard last May, Christian Dubé had indicated in an interview to The Press that “Quebecers [étaient] ripe for being told the real things” and that “even if the results are difficult […]it is better to be transparent”.