HSN has improved its relationship with patients, says volunteer

If you ask Nick Dominelli, Health Sciences North has come a long way when it comes to listening to patients and their families.

Dominelli and his family visited the hospital regularly several years ago when his mother-in-law was very ill.

“The family didn't know at the time, but her condition was deteriorating very quickly,” he said.

Dominelli said his wife felt there was a communication gap between health care providers, her mother and the family during that time.

The poor experience with the hospital stuck with Dominelli, and when he later saw an ad from the hospital in the newspaper, recruiting patient and family advisors, he jumped at the chance to improve the system.

Dominelli applied, and was later accepted as family and patient advisor. Three years have passed since he replied to the newspaper ad, and he is now co-chair of the hospital's CEO Patient and Family Advisory Council.

The council is made up of a 14-member committee – that includes former patients and family members – and reports directly to Health Sciences North president and CEO Dr. Denis Roy.

In the three years since he has been a family advisor, Dominelli said the hospital has made great efforts to listen to patients and their families.

“As patients and family members we have had the opportunity to sit at the table at all levels within the organization,” he said.

Today, members of the CEO Patient and Family Advisory Council sit on 15 hospital committees that are at the heart of Health Sciences North's decision-making. That was not the case three years ago.

Dominelli presented the council's year-end report at this month's hospital board meeting, and it included several small changes in procedures he said make a big difference for patients and family members.

The hospital implemented a NOD protocol, for example, which ensures any staff member identifies themselves to patients with their name, occupation and duty when they enter a room.

“Something as simple as that, as patients it makes us feel a little bit more welcome and removes even just a tiny bit of stress,” Dominelli said.

Council members have also had input in the hospital's hiring of senior managers, and helped develop a process to shorten wait times for pacemaker insertions.

Dominelli said the hospital is currently looking for five more patient advisors, as his term, along with that of a few others, will end later this year.

To learn how to become a patient and family advisor with Health Sciences North visit the hospital's website.