Help from Children and Families

Charting a Course with Help from Children and Families

Charting a Course with Help from Families

Jadine, an articulate 18-year-old with cerebral palsy, had something to say about her care at Holland Bloorview – but didn’t have the platform to say it. As a Holland Bloorview client, she had plenty of thoughts around living with a disability and how the health-care system can best meet her needs and those of young people like her.

What if, Jadine thought, kids and their families could record quick videos to tell a hospital what it does well and what it can do better, and talk about how to make the world more welcoming for youth with disabilities?

“Surveys can be overwhelming because you might not want to answer all the questions or have much to say about some topics,” she says. “This way, we can answer the questions we want and have a safe place to share our stories.”

So was born the Youth Feedback Corner. Staffed by a youth with lived-experience, and using technology developed by our researcher staff, we collected feedback from a broad range of clients who offered thoughtful ideas for programs and services but who also touched on more personal themes like friendship, independence and self-confidence.

Thanks to Jadine’s vision, the Youth Feedback Corner emerged as a key mechanism for feedback at Holland Bloorview last year. But this was not the only way we listened and learned from the community we serve:

  • This past year we worked with family leaders and clinical staff to create a new quality improvement plan that will be driven by feedback, so our clients and families can experience the highest-quality, safest care possible.
  • Through a client journey mapping exercise, we asked people what their ideal experience at Holland Bloorview would look like, from referral to intake to care to transitioning home. The information gathered is being used to enhance programs and service delivery.
  • In response to lengthy wait times for new clients, we established – a new intake model that welcomes families quickly, addresses their needs promptly and connects them to resources inside and outside the hospital.
  • Meanwhile, the Family Leadership Program engages over 150 families of clients who bring their perspectives to over 55 special projects and committees, partner with clinicians at special workshops, work directly with the scientists of the Bloorview Research Institute, and provide mentorship for new families.

And every year since 2016, for Kids Feedback Month we’ve rolled out the red carpet for all inpatients and outpatients to let us know how their experience can be improved.

Jadine is thrilled to see so many ways for clients and families to speak up and shape the future of Holland Bloorview.

“My goal was to empower youth by giving them a way to share what’s important to them about their experience,” says Jadine, who also sits as a member of Holland Bloorview’s youth advisory committee.

 

 

“My goal was to empower youth by giving them a way to share what’s important to them about their experience”

“My goal was to empower youth by giving them a way to share what’s important to them about their experience”

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