Mailing Address
Health Professions Regulatory Advisory Council
55 St. Clair Avenue West
Suite 806 Box 18
Toronto, Ontario, Canada
M4V 2Y7

Telephone and Facsimile
Toll-Free: 1-888-377-7746
Telephone: 416-326-1550.
Fax: 416-326-1549

Patient Relations

HPRAC'S MONITORING PROCESS

THE STATUTORY MANDATE 

HPRAC has been assigned a duty under section 11 (2) of the Regulated Health Professions Act to "monitor each College's patient relations program and to advise the Minister about its effectiveness". 

RECENT HPRAC ACTIVITY 

In April, 2007, HPRAC hosted a workshop on patient relations programs, with participants including public appointees to College Councils, professional members of College Councils and staff of each health regulatory College in Ontario.  Three sessions with discussions were offered, moving from an overview of patient relations, through the current status of patient relations programs, through to the next steps and HPRAC evaluation.  A fourth session, highlighting performance by four Colleges, outlined for participants specific measures that have been undertaken to enhance patient relations in the complaints process, alternative dispute resolution, educational initiatives for those who will be entering practice, and patient relations activity in sexual abuse prevention. 

Participants said that HPRAC should be clear that patient relations - a person-centred approach -  is seen as a philosophy underpinning proactive activity, and should express this in an umbrella statement that will define what all Colleges should strive for. In general, participants favoured the development by HPRAC of fundamental principles that should be applied to patient relations programs, plus common indicators for evaluation.  As a result, HPRAC prepared for comment an overview statement and draft elements for monitoring health regulatory College's patient relations programs.  Further discussions with Colleges took place in July, 2007 leading to the development of an evaluation framework and the monitoring process.

Following its consultations with Colleges and consideration by the Council, in August 2007 HPRAC circulated to the Colleges two finalized documents, both of which are posted on the website:  1) an overview of patient relations programs, and 2) the common elements of patient relations programs. The first document is a brief description of goals and procedures that will be of interest to the Colleges and to the public. The second document is the framework for the monitoring program itself:  the common elements of a patient relations program that will be reviewed by HPRAC.  

During the summer months, Colleges prepared and submitted to HPRAC highlights of their recent achievements in patient relations activity. They also completed a detailed survey, which reflects the common elements of patient relations programs, as a self-reporting tool to indicate the patient relations program elements currently in place. From September through November 2007, HPRAC conducted individual interviews with each college to determine progress, gaps, achievements and results since 2001 in developing and implementing patient relations programs.

HPRAC reviewed and assessed the trends emerging from the survey responses, together with insights drawn from the written submissions and the interview discussions. It is clear from the analysis that all colleges take their responsibilities in patient relations seriously and they have made a commitment to a comprehensive approach to patient relations.

HPRAC'S REPORT SUBMITTED TO THE MINISTER

HPRAC submitted A Report to the Minister of Health and Long-Term Care on the Health Profession Regulatory Colleges' Patient Relations Programs on June 3, 2008.

 MONITORING FOR EFFECTIVENESS 

In HPRAC's review of patient relations programs, both quantitative and qualitative assessment will be used. While the use of several program elements is important, by themselves they may not constitute an effective patient relations program. Therefore, HPRAC will assess the quality of the program by examining: the place of patient relations programs within the strategic plan; synergies between the elements; audience-appropriate messaging; impact analysis and improvement initiatives.

I.        GOVERNANCE

Each College Council should have 

•    patient relations plans and activities within its strategic plan;
•    vehicles to promote a patient responsiveness culture within the College;
•    time-targeted objectives;
•    clear roles and responsibilities assigned for meeting the objectives;
•    appropriate human and financial resources for implementing the elements;
•    accountability mechanisms for achievement of the objectives;
•    accountability mechanisms for transparency to the public.

 II   INFORMATION FOR THE PUBLIC

 Elements relating to information for the public should demonstrate

•    clustering of elements based on a cogent rationale;
•    use of public education materials that are user-friendly, and easy to access, particularly by disadvantaged groups;
•    targeting of audiences that is consistent with specified objectives;
•    content that is current, comprehensive and easy to understand;
•    tools to maximize reach to target audiences;
•    identification and use of best practices in providing information to the public;
•    collaborative efforts with one or more health regulatory colleges.

 III   INFORMATION FOR MEMBERS

Elements relating to information for members should demonstrate

•   clustering of elements based on a cogent rationale;
•   coverage of required general knowledge as well as issues emerging from analyses of complaints, reports and quality assurance assessments;
•   content that is current and comprehensive;
•   tools to maximize uptake by members;
•   identification and use of best practices in providing information to members;
•   collaborative efforts with one or more health regulatory colleges on issues in common with other regulated health professions.