Improving each patient’s experience is a top priority at Mackenzie Health and thanks to a hospital-wide focus on reducing wait times, the hospital is now among Ontario’s top performers. Mackenzie Health is meeting and exceeding provincial wait time targets in ...

Trish Lospinuso’s role at Sunnybrook received a makeover in November 2011.  The creation of the Office of the Patient Experience shifted her focus from largely reactive responses to help improve service and satisfaction for the hospital’s patients and their families, ...

In hospitals, many of us are prone to a disorder known as “bright shiny object syndrome.”  We doggedly chase the latest management system or improvement methodology in hopes of finally finding the magic bullet that will make managing a breeze ...

It’s not often a patient returns to an emergency department just for a tour. But, on a sunny afternoon this past June, Elizabeth Carmichael was happy to do just that. The 76-year-old Scarborough resident was invited back to The Scarborough Hospital’s ...