Jackie Desrochers, Coordinator of Client and Family Relations, discussed how the family is involved with the recovery process.

1. Coordinator
Client and Family Relations
• Liaison
• Clients and Families/Caregivers
• Gather information on patient care
• Feed back to Management
• Quality Improvement Initiatives

2. • Patient experience
• Support of patients and their caregivers
• Key to best health and ensuring the future of our
health care system
• Everyone involved in delivering health care has a role
to play in quality of system
• Professionals working together to ensure quality
• Patients confident the their health care system is
providing them with excellent care

3. ECFAA
What we do in response
• Establish a Quality Committee
– Monitor quality
– Quality Improvement Initiatives
– Scientific evidence to guide best practice
– Annual Quality Improvement Plans
• Surveys
• Patient Relations Process

4. Client Statement of Values
• The Royal’s Core Values and Vision for Person‐Centred Care
• As a leader in specialized mental health, The Royal believes in including the client voice at the decision-making
table. As a result, it is one of the few organizations in Canada that has embedded that philosophy into decisions on care,
treatment and research since 2006. Clients are represented by a client empowerment council that supports, advises and
advocates in the interests of clients with management and clinicians.
• We at The Royal believe that true client engagement and consultation is key to providing quality, person-centered care.
The Royal is proud and committed to delivering on our Client Statement of Values.
• Core Value One: Being Heard
Clients and families are provided with a way to safely and respectfully express their opinions, positive or negative, about
their health care without fear of repercussion.
• Core Value Two: Dignity and Respect
Clients and families are treated with dignity, compassion and respect.
• Core Value Three: Engagement and Participation
Clients are active participants in their safety, health care and health care decision making.
• Core Value Four: Informed Decision Making
Clients have access to reliable and current information about their health care options, in order to support informed
decision making and active participation in care.
• Core Value Five: Quality Care
Clinical care is evidence‐based, high quality and meets or exceeds legislative, regulatory and professional standards.
• Core Value Six: Privacy and Confidentiality
Clients have the right to privacy and confidentiality as well as security of their personal health information.
• Core Value Seven: Recovery
Clients receive care in a therapeutic environment that supports hope and recovery.

5. Patient Relations Process
• Every health care organization must have one
• Info about the process available to public
• What is the Patient Relations Process
– CEC/FC
– Coordinator of Client and Family Relations
– Client and Family Feedback System
– Surveys, suggestion boxes

6. Surveys
• Client Experience Survey of in and out patients
– At least once every fiscal year
– Information regarding overall satisfaction
– Annual Report
• Family Satisfaction Survey
– Throughout the year
– Annual Report

7. Client and Family
Feedback System
• On OREO
• Accessible to all staff
• Complaints/concerns/compliments
• Feedback Managers (Directors)
• Trending

8. QUESTIONS