Patient-Centred Experience & Design Program (PaCED)
Lead the Design and Improvement of Patient and Family-Centred Healthcare
This comprehensive program combines leading research, knowledge about patient and family-centred care, engagement and experience in Canada, the U.S.A. and internationally with concrete
tools learners can apply locally. The result is an outcomes-based, practical, relevant program that provides learners the opportunity to become leaders throughout and across the health system, and improve the care experience for patients and their caregivers and loved ones.
This program incorporates evidence-based tools, techniques and examples from foremost organizations and thought leaders in the field, including the internationally acclaimed Experience Innovation Network. This network was established by Vocera and the USA’s very first chief patient experience officer, Dr. Bridget Duffy.
Through this program, healthcare professionals, individually or in teams, will learn about the concepts of patient and family-centred care and engagement, and how organizations and individuals can and must partner with patients and families to effectively provide high quality healthcare. Participants will learn how to build relationships that support patient-centred care and organizational culture, and acquire knowledge and skills to effectively lead engagement and healthcare design initiatives. Learners will also acquire practical tools and techniques to map and design care processes that ensure maximum engagement and the transformation of healthcare experiences in a sustainable way.
This program is supported by Accreditation Canada and aligned with Accreditation Canada Standards.
It is also aligned with the LEADS in a Caring Environment Leadership Framework.
The curriculum was developed with support from Patients for Patient Safety Canada, a patient-led program of the Canadian Patient Safety Institute.
We gratefully acknowledge the tremendous contributions of all organizations and individuals who collaborated on the development of the PaCED program.
Subject Matter Experts/Curriculum Developers
Director, Quality, Performance & Evaluation
Corporate Lead, Patient- and Family-Centred Care
Kingston General Hospital
Christopher Condin, PhD
BC Children’s Hospital
Solutions Development Director
Experience Innovation Network (include logo)
Strategic Communications & Stakeholder Relations Lead and Chief Privacy Officer
St. Thomas Elgin General Hospital
Michael Leonard, MD
Safe & Reliable Healthcare LLC
Adjunct Professor of Medicine
Duke University School of Medicine
Co-Chair, Patients for Patient Safety Canada (a patient-led program of the Canadian Patient Safety Institute)
This program is open to anyone from across the continuum of care, at any level. Participants, teams and organizations may be looking to expand their working knowledge of the principles of patient and family-centred care and engagement methods for use in their daily roles, or may be looking to enhance their career prospects. This program is ideal for teams wanting to learn together, and a great fit for organizations wanting to train staff to bring Patient and Family-Centred Care and Patient and Family Engagement programs to life in their communities. Bulk registration discounts are available – please contact us for more information.
Potential participants may come from various levels and backgrounds, including healthcare providers (nursing, allied health, physician), coordination and clinical leadership functions (educators, professional practice leads), and mid-management positions (department or unit managers, project managers) and anyone else interested in leading engagement and experience initiatives or the improvement of quality and safety of care.
- Currently working in a healthcare setting
- Comfort with technology
- Self-directed, mature learner
- Works in a supportive environment where application of knowledge is possible in the context of hands-on project work
- Confirmation of support of workplace
As part of registration, you will be asked to voluntarily confirm workplace support for your learning, to facilitate the completion of hands-on assignments throughout the program. If you are unable to secure the support of an organization, please contact us to discuss.
- Current Resume
English is the language of instruction for all CHA Learning courses. In order to be successful in the course work, English proficiency is required and it is essential that students be competent reading, writing and speaking English. It is therefore expected that all written assignments submitted as part of the course work show proficiency and clarity. Course work submitted that does not meet the level of proficiency and clarity required may be returned for revision, or may not meet the standards to achieve a passing grade.CHA Learning’s standards for English proficiency are outlined below. You do not need to submit proof of having met the standards below, however CHA Learning courses are designed for those who meet these standards.
Completion of a minimum Canadian grade 12 English, or equivalent, as assessed by a formal education assessment (e.g. World Education Service). Applicants who do not have grade 12 English or higher should possess English proficiency, at or above the following standards:
- Canadian Academic English Language Assessment (CAEL) with a minimum 60 overall band
- Test of English as a Foreign Language (TOEFL) Internet Based Testing (IBT) with a minimum overall score of 80 (minimum score of 20 in each category)
- Canadian Language Benchmark Assessment (CLBA) with a score of 8 in all sections
- International English Language Testing System (IELTS) Band 6 or higher
Students must have basic computer knowledge and internet navigation skills in order to complete the course. Students should have access to a computer with Window 7 or higher in order to access the required program resources and to ensure optimal performance. Students choosing to use Mac or Linux operating system must have experience using alternate remote access software.
|Screen Resolution||800×600 (minimum); 1024×768 (recommended)|
|Internet Browser||Firefox 4, Internet Explorer 9, Safari 5, Google Chrome 11, Opera 9|
|Internet Connection||Broadband (cable or DSL) connection required|
|Software||Microsoft Office Suite (or equivalent), Adobe Reader|
Please note that CHA Learning staff can only assist Windows operating system users and provide technical support in relation to our website, we do not provide technical support for internet and/or basic computer use.
Upon completion of this program, participants ought to be able to:
- Describe key concepts of Patient and Family Centred Care
- Detail mechanisms for engagement of patients and families
- Understand the current healthcare context for patient and family engagement
- Understand multi-level factors and the continuum that supports patient and family centred care and engagement
- Describe and model patient centred leadership
- Use tools to map patient experience
- Design patient-centred healthcare experiences
- Measure and monitor patient experience
- Understand patient and family perspectives and how to incorporate them into care and service planning
- Articulate the value proposition of partnering with patients and families
- Support sustained implementation of changes
This program will be divided into 4 courses which must be completed in order to receive a certificate.
At the completion of course 1, learners will be able:
- Explain patient and family-centred care (PFCC)
- Explain the growing movement towards People Centred Care (PCC)
- Explain engagement as a critical process in enabling PFCC /PCC and articulate the different levels of engagement and when to utilize them
- Describe the core principles of PFCC
- Describe different levels of engagement and how each are important in achieving PFCC
- Articulate the value proposition for PFCC at the individual, organizational, and system levels with respect to safety, quality, satisfaction and efficiency for patients, providers, and the health system as a whole
- Understand emerging issues in health care that impact PFCC and engagement
- Be familiar with key organizations that are advancing PFCC and engagement and how to access related resources and evidence
- Assess the culture of your organization as it pertains to patient and family-centred care and engagement
- Understand Accreditation Canada’s standards with respect to client and family centred care and engagement and be able to assess gaps in your current organization’s performance
At the completion of course 2, learners will be able:
- Describe the LEADS in a Caring Environment capabilities framework and the characteristics necessary to be an effective healthcare leader at any level, as well as how they relate to PFCC
- Discuss individual and organizational leadership capabilities and characteristics that foster PFCC and engagement
- Self-assess leadership capabilities
- Know where to access leading best practices and resources in PFCC and engagement
- Use effective communication strategies
- Discuss the key enablers of PFCC and any organizational change
- Describe the key barriers to PFCC and any organizational change
- Identify success factors in current programs or initiatives and make recommendations for improvement
At the completion of course 3, learners will be able:
- Discuss the importance of setting and communicating a vision for PFCC
- Understand the role of change leadership in implementing PFCC or any quality improvement
- Know about some key change leadership frameworks
- Communicate the value of strategy-setting and planning in the implementation of PFCC and cite relevant examples
- Understand and communicate concrete mechanisms for partnering with patients and families and translating examples to their organization
- Communicate the critical nature of staff and physician engagement as an enabler of PFCC
- Discuss the need for, and methods of developing structures and processes that support PFCC and engagement in all aspects of care and service
- Implement communication and education strategies to advance relationship building and effective patient and family centred environments
- Implement measurement and monitoring strategies to enable the collection, use and sharing of information about patient experience and satisfaction, suggestions for improvement, and other indicators of progress and success
- Understand and implement strategies that support sustainable change
At the completion of course 4, learners will be able:
- Communicate concepts related to experience-based design
- Use value stream mapping tools and techniques as part of collaborative co-design processes
- Implement experience-based co-design processes and tools
This program will also incorporate the LEADS leadership capabilities throughout the program to facilitate learners acquiring the leadership competencies required to steward patient centred care and engagement.
Grading and Credits
Grading and Credits
Each course will have assessed components, which may include:
- Graded assignments
- Case studies
- Applied activities
- Participation in webinars delivered by national and international experts
In addition to graded components, participants will be engaged in thought-provoking activities and online discussions with peers across the Country, as well as expert faculty.
Students receive a program certificate issued by HealthCareCAN upon successful completion of the program.
There are no required textbooks for this program. All supplementary readings will be provided.
Corporate Lead, Patiend-and-Family-Centred Care, Kingston General Hospital
Daryl has worked as a chaplain at Kingston General Hospital (KGH) for 22 years. For the last 7 years he has had the opportunity to be the corporate lead for Patient- and Family-Centred Care. KGH has grown from having no Patient Experience Advisors to now having 61. Under this role, Daryl has helped to establish a Patient and Family Advisory Council for the organization, a Patient and Family Advisory Council for the Regional Cancer Program and a Patient and Family Advisory Council for our Renal Program. Besides the Patient and Family Advisory Councils KGH has Patient Experience Advisors partnering with staff on every committee, council and working group that makes decisions affecting the patient experience. Daryl and his team continue to explore ways to support and enhance patient/family engagement. This is one of the most exciting movements Daryl has been involved in.
Christopher Condin, PhD
Patient-Engagement Specialist, Health Researcher, Program Evaluator and Consultant
Originally trained as a medical anthropologist, Chris has been studying the patient experience for over 10 years, working primarily with families of children with complex and rare genetic disorders. As a qualitative researcher, Chris follows and collaborates with families on their journey through the health system to examine how their condition impacts day-to-day life, how they navigate (often disconnected) services, and how they make decisions about treatment and care. At its root, the illness experience poses a moral and existential dilemma for patients and families, as they seek to understand and cope with their diagnosis, re-orient their expectations for the future, and find their footing in health, school, and social-support systems. Chris believes that there is a wealth of knowledge to be gained for improving these systems by listening to the voices and stories of patients, and by integrating their perspectives into service design. His work has mobilized this approach by using qualitative, narrative and culturally-informed methods to document, understand and engage with the patient experience. Chris obtained his PhD in medical anthropology from the University of British Columbia in 2014. In addition to his role with CHA Learning as faculty member and curriculum advisor, Chris has also worked in quality improvement, teaching, and research development at the University of British Columbia and BC Children’s Hospital.
Strategic Communications & Stakeholder Relations Lead and Chief Privacy Officer
St. Thomas Elgin General Hospital
Nancy has worked in healthcare for more than 20 years in numerous roles including Corporate Communications/Public Relations, Media Relations, Patient Relations and Patient Experience. She joined St. Thomas Elgin General Hospital (STEGH) in August 2013 after 18 years at one of Canada’s largest, acute care teaching hopsitals. She currently holds the title of Strategic Communications and Stakeholder Relations Lead & Chief Privacy Officer. In this role, she has oversight of the Patient Experience Office and Strategy and Co-Chairs the hospital’s Patient Experience Council. She is also accountable for Communications/Public Relations and Privacy. Nancy is a trained Compassion Fatigue and Vicarious Trauma Educator and published author in an anthology of patient-centred care stories. She is an active community volunteer at the city’s YMCA and is a member of the local organizing committee for the Railway City Road Races charity run that supports STEGH. An avid triathlete herself, Nancy also enjoys spending time with her first grandchild, born July 2015.
Patient and Family Experience Advisor, Kingston General Hospital
Angela Morin has been partnering with healthcare professionals in quality improvement initiatives, policy and program development as a Patient and Family Experience Advisor at Kingston General Hospital since November 2011. She currently sits as Co-Chair of the KGH Patient and Family Advisory Council and as a member of the Southeast Regional Cancer Centre PFAC.
She is a Core Faculty Member and Collaborative Coach for the Canadian Foundation for Healthcare Improvement, was appointed as a Member of the Ontario Health Quality Council (HQO) in November 2014 and was Co-Chair of the Quality of Care Information Protection Act Review Committee.
Angela has partnered with Accreditation Canada bringing the patient voice to the 2016 Accreditation Standards which support healthcare providers in the implementation of client and family-centred care in their organizations.
She believes partnering with patients and families at every level of the healthcare system is the right thing to do and has been given the opportunity to present at numerous healthcare conferences across Canada and the U.S. Angela’s personal experiences as a patient and while supporting loved ones through their healthcare journeys, continues to motivate her to bring the patient and family voice to health care.
Eleanor Rivoire is an Independent Patient Engagement and Healthcare Advisor. Since retiring in 2015 from her former position as Executive Vice-President and Chief Nurse Executive, at Kingston General Hospital, she continues as an Accreditation Canada surveyor/educator, Faculty at the Canadian Foundation for Healthcare Improvement (CFHI) and consultant to organizations exploring ways of building partnerships with patients and families. As a senior healthcare executive with more than 40 years’ experience in the clinical, education and administrative domains of professional practice, she has gained expertise in transforming the patient experience with a focus on patient- and family-centred care, as well as with design and implementation of models of interprofessional practice and education. In the past year, she has actively supported the development of curricula on Patient-and Family-Centred Care and Engagement for HealthCareCAN as well as with the Canadian Patient Safety Institute. She has co-chaired the revision of the Registered Nurses Association of Ontario Best Practice Guidelines on Person-and Family-Centred Care. She continues to be engaged in the design of health care and professional practice policy and process improvements, with the goal of improved quality, safety, and satisfaction for patients, families and providers.