8:35 p.m.

Introducing the Emergency Department Patient Experience Program

Osler’s Emergency Department (ED) is among the busiest in Canada with more than 214,000 patient visits last year. Making sure all of these patients and their families have a positive experience while receiving the care they need requires compassion, creativity and innovation. That’s where the Emergency Department Patient Experience Program comes in.

Launched in December 2015, the program enhances care and communication with patients and their families in the ED thanks to the addition of specially-trained patient experience representatives. These ED Patient Experience team members are in Osler’s EDs every day to answer questions, provide updates on wait times, make patients more comfortable by providing pillows and blankets, and to generally act as a liaison between patients, their families and the clinical care team.

The ED Patient Experience Program is just one of the ways Osler staff and physicians are going beyond to provide compassionate care to our patients and their families.