Our core values provide the foundation for the ways we engage.
Patient engagement is essential to revolutionizing healthcare for a healthier and more equitable world. Co-created with our dedicated network of Experience Advisors, Women’s College Hospital’s (WCH) Framework for Patient Engagement is designed to foster authentic engagement, recognizing everyone’s role in the journey toward better health outcomes.
This framework highlights our mutual expectations and outlines the rules of engagement for when we consult, involve, collaborate and share leadership with our patients, their care partners and our community. Our Declaration of Patient Values serves as the foundation for this work, anchoring the framework in our shared core values:
Empathy & Compassion
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WHAT CAN YOU EXPECT FROM US?
We will:
- Smile, say hello and be courteous.
- Show you kindness and compassion.
- Listen to your story and hear your concerns and perspectives.
- Include your care partner(s) in your care when you need them.
- Give you comfort and support when you need it.
- Practice trauma-informed care.
WHAT CAN WE EXPECT FROM YOU?
You will:
- Maintain courtesy with the healthcare team, other patients and visitors.
- Show kindness and compassion in your interactions.
- Share your story, if comfortable.
- Include your care partner(s) in your care when need them.
- Tell us about your comfort and support needs.
Respect & Inclusion
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WHAT CAN YOU EXPECT FROM US?
We will:
- Ask for your name and pronouns.
- Tell you our name and our role.
- Get to know you as a person with a unique lived experience.
- Give you choices that consider your needs and wants.
- Respect and support your health choices.
- Give you information about your care and treatment in a language you can understand.
- Treat everyone at WCH with respect—no yelling, discrimination, name-calling or bullying.
WHAT CAN WE EXPECT FROM YOU?
You will:
- Share your name and, if comfortable, your pronouns.
- Confirm your identity and introduce your care partner(s).
- Share your unique lived experience, if comfortable.
- Make informed health choices and communicate them to your healthcare team.
- Treat everyone at WCH with respect—no yelling, discrimination, name-calling or bullying.
Active Participation & Collaboration
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WHAT CAN YOU EXPECT FROM US?
We will:
- Help you feel empowered by giving you the information you need to make informed decisions.
- Ask you what you need and what matters to you.
- Treat you like an active participant in your care.
- Provide you with opportunities to be engaged in hospital activities.
- Work with you and your care partner(s).
- Support you in accessing your health information.
- Work with other members of your healthcare team.
WHAT CAN WE EXPECT FROM YOU?
You will:
- Let us know your needs and what matters to you.
- Actively participate in your care in collaboration with your care partner(s).
- Tell us what you know about your health condition and medications.
- Let the healthcare team know when you don’t understand the information provided.
- Participate in decisions about your treatment plan.
Accountability & Transparency
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WHAT CAN YOU EXPECT FROM US?
We will:
- Check with you to make sure you understand.
- Be honest with you about what has happened and what is next.
- Tell you about available supports and services.
- Follow through with what we say we will do.
- Acknowledge and apologize if a problem occurs.
- Work with you, your care partner(s) and the community to design care and services.
WHAT CAN WE EXPECT FROM YOU?
You will:
- Ask questions to ensure your understanding.
- Be honest about what has happened and your expectations.
- Share your concerns and perspectives.
- Ask about available supports and services.
- Tell us about barriers to following your treatment plan.
Quality, Safety & Excellence
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WHAT CAN YOU EXPECT FROM US?
We will:
- Give you the best care possible.
- Keep you and your personal health information safe.
- Work with you to improve care and patient experience.
- Make services better through research and innovation.
- Follow safety best practices and report unsafe conditions.
- Not take photos or videos of you without your consent.
- Ensure WCH is a safe space for everyone that is fee of threats, harassment, verbal and physical abuse.
WHAT CAN WE EXPECT FROM YOU?
You will:
- Provide feedback to improve care and patient experience.
- Raise concerns regarding your care and safety.
- Respect the privacy and confidentiality of others.
- Not take photos or videos in the hospital.
- Help to make WCH a safe space for everyone that is free of threats, harassment, verbal and physical abuse.
The Framework for Patient Engagement, grounded in WCH values, is the path to linking the symbiotic relationship between the patient experience at WCH and positive health outcomes.
– Vincenza, Experience Advisor
This framework really sets the patient up to feel more comfortable and confident in their healthcare experience, ensuring that the patient is not just spoken about, but spoken with.
– Milo, Experience Advisor
THE WAYS WE ENGAGE
Consult
We will seek your input and listen
Involve
We will embed your insights and perspectives
Collaborate
We will work together
Lead
We will share leadership
This framework was developed in collaboration with Women’s College Hospital patients, their care partners, community members, staff, physicians, volunteers and learners. We are especially grateful for our dedicated network of Experience Advisors who co-designed this framework and shared their time, insights, perspectives and lived experience so that we can continuously learn and grow. We also acknowledge other frameworks that helped shape this document:
- Healthcare Excellence Canada’s Patient Engagement Framework
- Ontario’s Patient Engagement Framework
- The work of Equity Mobilizing Partnerships in Community (EMPaCT)
As you explore and review this framework, here are some key points to keep in mind:
- The term “care partner” is defined as people (family, friends, neighbours, knowledge keepers, or members of the extended community) who are designated by the patient to provide signifcant support (physical, social, personal, emotional, cultural or psychological) in the management of the patient’s health, well-being and daily life.
- The use of “you” refers to WCH patients, care partners and community members.
- The use of “we” refers to all who work, volunteer and learn at WCH.