Patient Experience Initiative
Enhancing the Patient Experience
Based on nation-wide public opinion polling data, the first three chiropractic appointments have been identified as the deciding factor regarding the successful development of patient trust, loyalty, and retention. In 2021, the CCA began its Patient Experience Initiative – including the formation of a Patient Experience Task Force (PETF) and Patient Experience Review Group (PERG) – to develop a model patient journey. Knowledge transfer tools have been developed to help members improve patient engagement and communication while encouraging a more consistent and inclusive initial patient experience.
The PETF brought together chiropractors, chiropractic stakeholders, and patient representatives from across Canada to review and rate best practice seed statements to enhance the patient experience and positive drivers for chiropractic care, notably in the first three appointments.
The PERG brought together patients from across Canada to gain diverse patient experiences and feedback, both quantitative and qualitative, while confirming key driving factors for both positive and negative patient experiences.
Putting the patient experience best practices into practice
The CCA has developed various resources to help you apply the Patient Experience Initiative learnings in practice – especially during the first three visits. Check out the toolkit of materials below, download these pieces, and incorporate them into your patient interactions! If you have any questions, please contact [email protected]
Patient Experience Best Practices Seed Statements
A comprehensive list of recommendations for the patient experience was developed using the CCPA’s Roadmap to Care and included best practices for intake forms and process, health history, physical examination, diagnosis, report of findings, informed consent, patient files, and the recommended treatment plan.
Best Practices for Communicating with Patients
The CCA has developed a communications-focused best practices toolkit as part of the Patient Experience Initiative’s effort to evaluate the model patient journey, enhance the overall patient experience, and transfer these learnings to members. Effective communication is one of the most important factors in our ability, as chiropractors, to provide meaningful patient care. Download the following toolkit for tips on how to be a more effective communicator and, in turn, enhance patient trust, outcomes, and referrals.
Best Practices for Creating an Inclusive Intake Form
The CCA’s Patient Experience Task Force identified that using inclusive language in communications, forms and outcome measures can enhance the patient experience. Designing inclusive intake forms involves asking questions in a culturally-sensitive way that accommodates individuals from diverse backgrounds, identities and abilities. Download the best practices toolkit for creating an inclusive intake form, developed by the CCA, to help meet the diverse needs of Canadians seeking chiropractic care and enhance the overall patient experience. French coming soon!
Validated Patient-Reported Outcome & Experience Measures
Patient-reported outcome measures (PROMs) are used to assess a patient’s health status at a particular point in time. PROMs tools can be completed either during an illness or while treating a health condition. Patient-reported experience measures (PREMs) are increasingly recognized as providing valuable and essential information for achieving health system goals.
Templates to evaluate these measures can be downloaded below.
PROMs:
- Neck Disability Index
- Neck Disability Scoring Matrix (provided by CCA)
- The Keele STarT Back Screening Tool
- Modified STarT Back Tool
- Modified STarT Back Tool Scoring Matrix (provided by CCA)
- Oswestry Low Back Pain Disability Questionnaire
- QuickDASH
- Lower Extremity Functional Scale
- Lower Extremity Functional Scale Scoring Matrix (provided by CCA)
PREMs:
Interview with Dr. Gerald Olin, Patient Experience Task Force Chair – Back Matters, Spring 2022
To gain insight into the CCA’s Patient Experience Initiative, Dr. Gerald Olin, DC, Past Chair of the CCA, Chair of the PETF, owner of T.E.A.M. Chiropractic Clinic, and chiropractor to many sports teams in Manitoba, sat down for a Q&A with the CCA’s Back Matters team that was featured in the Spring 2022 edition. Read his full article below!
Meet the Task Force
Dr. Gerald Olin, MB (PETF Chair)
Dr. Shawn Thistle, ON (RRS – Consultant)
Dr. Moezin Baloo, BC (BCCA)
Dr. Ken Budgell, NL
Dr. Carol Cancelliere, ON (CCGI)
Dr. Kara Haus, SK (National DEI Task Force)
Dr. Alykhan Jamal, ON
Dr. Alim Kara, AB
Dr. Shima Shahidy, ON (CCPA)
Dr. Kent Stuber, AB (JCCA)
Dr. Richard Thompson, NS
Dr. Carol Ann Weis, ON (CMCC)
Dr. Julie Yaworski, SK
Molly, Patient, ON
Claude, Patient, ON
Dr. Ayla Azad, Chief Experience Officer, CCA Steering Committee
Dr. Crystal Draper, Senior Manager of Professional Practice, CCA Steering Committee
Sarah Smith Coulter, Director of Member Experience, CCA Steering Committee
More Coming Soon!
Watch for more tools and resources as this work will never truly be complete – there are always opportunities to enhance the patient experience!
Reference: Canadian Institute for Health Information. Patient-reported outcome measures (PROMs) [Internet]. Toronto (ON): CIHI; 2022 [cited 2022 October 13]. Available from: https://www.cihi.ca/en/patient-reported-outcome-measures-proms
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