Using Client Experience Data

The Ontario Perception of Care Tool for Mental Health and Addictions (OPOC-MHA) is one way of hearing from clients, caregivers, and tenants about the perceptions of the care they or their loved ones are receiving. You will hear from agencies that are using OPOC or other qualitative data to co-design quality improvements with clients and/or tenants that address their experience with service delivery.

A4-1: Patient Experience Measurement for Quality Care in Ontario

Patient/client experiences are a rich source of information for designing and implementing a high quality health care system. Measuring patient/client experience improves our understanding of care needs and preferences, and supports a person-centred approach to care delivery. In Ontario, there are gaps and inconsistencies in how patient/client experience is measured across and within care settings. Federal (e.g., CIHI), provincial (e.g., Ontario Health), and provider organizations and associations are working to develop an approach and tools to ensure that we are collecting comprehensive, valid and timely data on patient/client experience with health care. This presentation will share the experience of developing a coordinated patient/client experience measurement strategy and associated opportunities and challenges.

Presenter: Dr. Gail Dobell, Ontario Health

Powerpoint: A4-1 – Gail Dobell – CMHA PX Measurement 2021-04-08

A4-2: Using OPOC Data as a Springboard for Equity-Focused Quality Improvement

The Ontario Perception of Care Tool for Mental Health and Addictions (OPOC) is a comprehensive survey that explores perceptions of care and service delivery across several health quality domains. Using OPOC data effectively requires a thorough understanding of how OPOC survey results are interpreted, compared to other information sources, and used to inform quality improvement activities. In this session, the presenters will explore a process for reviewing OPOC results and demonstrate OPOC data analysis with a dual focus on health equity and quality improvement.

Presenters: Derek Chechak, Shandy Van de Light & PhebeAnn Wolframe Smith, Centre for Addiction and Mental Health

Powerpoint: A4-2 – Derek Chechak-Shandy-PhebeAnn – Using OPOC Data – 1030am-12

A4-3: Improving Clinical Services Using Client Feedback

This presentation will highlight the value of including client feedback in the quality improvement process.  Participants will be given examples of different types of client feedback that has been utilized at ADSTV, such as OPOC and EBD, which was collected to help inform service delivery changes.  Participants will receive information on how to gather and utilize client feedback in QI processes within their own organization.

Presenter: Heather Elliott, Addiction Services of Thames Valley

Powerpoint: A4-3 – Heather Elliott – Improving Clinical Services using Client Feedback

Moderators:  Chris Sullivan and Ashley Koster