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Performance Targets

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Developing targets for patient and family-centred care

We are creating practical measures to identify how well healthcare organizations are doing in delivering patient-centred care.

The KPTs (key performance targets)  we want are not qualitative or soft measures of patient experience. They are instead hard measures like whether or not a specific training is required or if a process or policy is in place.

What about patient satisfaction surveys?

For many years patient satisfaction surveys are used to assess patient experience. These surveys gather patient responses to the behaviour of doctors or nurses, to hospital food, and so on. The reports based on these questionnaires are almost always the same over the years. The reports:

  • rarely suggest how to improve the situation
  • regularly say patients are most satisfied with their doctors, less satisfied with nurses, and least satisfied with hospital food
  • don't change over the years no matter what changes are implemented

We need a more practical way to measure the patient experience. So we decided to develop key performance targets or measures.

Why KPTs are needed for patient and family-centred care

We believe that concrete KPTs for PFCC (Patient and Family-Centred Care) will have a far greater impact on patient experience than the satisfaction surveys.

Over the last several years many healthcare organizations, hospitals, research institutes, community care organizations, and even other patient organizations have asked us to help them ensure their plans, policies and services are patient and family-centred.

We found that many plans had little or no patient and family contribution, so the plans contained small gaps or sometimes large omissions. In one case, a hospital developed a patient-centred charter without once mentioning the families or caregivers who support them.

The basis for patient and family-centred care KPTs

We are deeply influenced by the experiences of the over 5000 patients and family caregivers in our extended networks who have shared with us their stories through the Patients’ Choice Awards, at Open Meetings or in conversation at events or conferences.

We draw on these stories and derive practical targets that can be measured - these changes can lead to improved experiences for patients and family caregivers.

How the project works

Our panel of experts

Members of Patients Canada have formed a panel to create an initial set of performance targets for particular areas of healthcare.

Members of the panel include:

  • Young patients with a history of intensive long term interventions
  • Parents of children with serious long term conditions
  • Children of older parents who require ongoing treatment
  • Patients with experience of serious conditions

Our process

The panel begins by unpacking a specific healthcare experience. The group breaks down the experience to determine the exact points where it was good, or could have been made better. The group then assesses whether there was a particular process, policy or training that could be implemented and measured. If not, the group tries to determine processes, policies or training that could change that improve the patient experience.

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Examples of KPTs

Patients have online access to their doctor’s office to:

  • Book appointments
  • View test results
  • Renew prescriptions

Patients are able to correct factual errors in their medical records

Emergency Room Staff are trained to deal with patient and family anxiety

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By phone:

(416) 900-2975

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