How we’re transforming the patient experience for you at Central West CCAC

It’s always exciting welcoming someone new to our leadership team. It’s even more so when that person is taking on a role that is one of the first of its kind in the province, and set to lead your organization on a journey that will completely transform your business.

In July, Mary Jane McNally joined the Central West CCAC, Headwaters Health Care Centre (Headwaters) and William Osler Health System (Osler) as Chief Patient Experience Officer (CPEO). This role was born out of our innovative back-office partnership announced last August to support our collective focus on being leaders and innovators in the area of the patient experience.

As an integral part of our patient experience team, Mary Jane is leading our Patient Experience and Health Equity & Inclusion teams to help us to better understand what is important to patients and their families, and to help us improve and enhance the experience for them across the hospital and community settings

For most of us, the ‘patient experience’ is a complex concept. In our business, it can be anything from the tone in our greeting when we are in the home or on the phone, our body language during a care episode, or a visit to our website to learn more about a program or service.

Understanding how complex it is, our team engages with patients and families in a number of different ways to create an environment that supports an exceptional patient experience. Here are just a few examples:

  • We are strengthening and more consistently embedding the role of ‘Patient Advisors’ in our corporate initiatives. This is helping us to capture personal experiences even more effectively to influence how we deliver care.
  • We have committed to providing all CCAC staff with specialized training with a customer service focus to ensure we are communicating most effectively with our patients and families.
  • We lead inter-professional and inter-provider care debriefs on interactions with patients and families so that we can learn from our actions and if required, adjust processes to better meet patient needs.

Mary Jane has just started in her new role as CPEO, but already – I can feel the energy and momentum building amongst our teams for the journey that is ahead of us. I’m looking forward to sharing the results of our efforts in the time ahead, as well as our learnings as we seek to enhance the experience of our patients across the region.

Contact the Patient Experience Team!

Mary Jane McNally, Chief Patient Experience Officer 905-494-2120 ext. 50197

Amy Whidden, Regional Director, Patient Experience 905-494-2120 ext. 57445


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