Public Accountability, Quality and Performance

Service Accountability Agreements 

Being accountable to our patients and community is essential to earning your trust and building a reputation for excellence. "Accountability" means making the right clinical and managerial decisions, managing resources efficiently, measuring our performance and doing that in an open and transparent manner.

One of the foundations of accountability in the Ontario health-care system is the agreement each provider enters into with the Local Health Integration Network (LHIN) in order to qualify for funding from the Ministry of Health and Long-Term Care.  The Hospital Services Accountability Agreement (H-SAA) sets out the standard framework of the relationship between the hospital and the LHIN as well as the specific performance requirements for the hospital. 

The H-SAA for Women’s College Hospital for 2018 - 2020 is available here (.pdf), and the amendmant is here.

The Multi Sector Service Accountability Agreement (MSAA) between the LHIN and Women's College Hospital for 2019 - 2022 is available here (.pdf)

Financial Accountability

Women’s College Hospital is committed to accountability and transparency.  As part of that commitment, we are happy to share our key financial information with our community – our patients and families, our staff, and the broader public.

Sharing this information is also in keeping with the Ontario government’s push towards that same accountability and transparency within the public sector.

Executive Compensation


WCH Vision for Quality

Champion quality service excellence, engagement and innovation

At WCH we are committed to care and services that are safe, effective, equitable, patient-centred, efficient and timely. Our quadruple aim quality improvement framework guides all of the work that we do, to achieve the best possible health outcomes, improve the patient experience and workforce experience while realizing the best use of resources

Quadruple aim circle of four arrows

What is Quality Improvement in Healthcare? 

Quality improvement (QI) describes a variety of proven tools, methods, and approaches to accelerating improvement in healthcare. In QI, teams work together towards a common improvement aim, test promising change ideas on a small scale, make modifications based on rapid feedback, and systematically spread successful initiatives.

All QI models are based on the principles of (a) focusing on the client or patient, (b) understanding systems and processes, (c) teamwork, and (d) being guided by data.

This fun whiteboard video by Dr. Mike Evans explains why QI matters in healthcare and how it’s done. 

The Women’s College Hospital Quality Improvement Plan


The Women’s College Hospital Quality Improvement Plan (QIP) is one of the tools we use to communicate and track our performance.  It outlines our quality and safety priorities in terms of specific goals, targets, and actions.  Each year, in accordance with the Excellent Care for All Act, we post our QIP publicly and submit it to the provincial government to help improve care across the health system.  It’s our commitment to ensuring the care and services we provide to our patients and the community are safe, effective, person-centred, timely, equitable and efficient.  

Our 2020-2021 QIP outlines six priority quality goals:


Timely and Efficient Transitions

  1. Referral Appointment Wait Times: Reduce wait times for scheduling appointments for new referrals.
  2. AACU Avoidable ED Visits: Reduce avoidable emergency department visits through referrals to our Acute Ambulatory Care Unit (AACU). 

Service Excellence

  1. myHealthRecord Activations: Engage patients in their care through the use of our online patient portal.
  2. Demographic Data Collection:  Develop processes to capture demographic data from our staff, physicians, patients, volunteers, and learners.

Safe and Effective Care

  1. Medication Reconciliation: Improve medication safety by introducing medication reconciliation in additional clinical areas.
  2. Workplace Violence Incidents: Enhance workforce safety by implementing workplace violence prevention strategies.

Where to Learn More

  • For more information on quality improvement in healthcare, visit Health Quality Ontario
  • For more information on the Excellent Care for All Act, visit ECFAA

For helpful tips on how to stay safe in the hospital and at home, visit our Patient Safety page.

WCH publicly reports several wait time and patient safety indicators.  For more the most recent results, visit System Performance on the Health Quality Ontario web site.

Fully affiliated with

A member of

Council of Academic Hospitals of Ontario (CAHO)