Excellence in Quality

Quality Stories

St. Michael's Launches Patient Declaration

St. Michael’s Hospital is proud to launch our new Patient Declaration. The Patient Declaration was developed through a broad public consultation process, with response from over 1,000 participants from a diverse stakeholder group including patients, families, caregivers and external organizations. We asked our public one question: "When you think of a great hospital, what do you think about?" The submissions were analyzed through a rigorous qualitative methodology to develop the Patient Declaration.

In our experience at "a great hospital", we value:

  • A "patient first" approach where we are the number one priority, and our family is part of the process.
  • Being treated as a person with respect and dignity from all hospital staff – patients are more than just a diagnosis.
  • An organization that understands its population and treats everyone equally.

When we arrive at "a great hospital", we value:

  • A clean environment.
  • Having good signage and directions to help us understand where we need to go and how to get there.
  • A welcoming environment that is bright, warm, and calm, and has a comfortable area for patients and visitors to wait.
  • Being able to access the location through public transit and accessible parking.

In the care that we receive at "a great hospital", we value:

  • Being treated by highly skilled, knowledgeable staff members, who are caring, kind, compassionate, and friendly.
  • Being treated with state‐of‐the‐art technology and equipment, and up‐to‐date practices to deal with our healthcare needs.
  • Having the information we need, when we need it, and communicated to us in a way we understand.

In the delivery of the services we receive at "a great hospital", we value:

  • Efficient services that respect our time, by not making us wait for appointments or to see a healthcare provider.
  • Having our privacy and confidentiality respected, through private conversations and secure health information.
  • Knowing that the organization is committed to creating an environment where staff can work as a team to provide the best care.
  • Knowing the next steps in our care, after we leave the hospital.
  • Having access to nutritious food for patients and visitors.

How will the Patient Declaration be used?

Ontario’s Excellent Care for All Act requires all health care organizations implement a formal Patient Declaration developed in consultation with the public. Our Patient Declaration is a living document that will be revised and updated as we continue to consult and learn from our patients and their families.

St. Michael’s patient relations process has been revised to reflect our Patient Declaration. This serves as a way to help identify gaps between patient expectations and experiences of care. The Patient Declaration will be used as an instrument for improvement by mapping it with current patient satisfaction surveys. St. Michael’s strategic plan framework places our Patient Declaration at the top, signifying that we are guided by our unwavering commitment to patients, and their families.