While we hope that you do not need to make a complaint about our services,as a patient, family member and or care giver and one who holds the Power of Attorney for health reasons, if you do, we aim to make the process easy.

Complaints and its process will not affect the quality of your care you receive and continue to receive by HRFHT.

The complaint will be confidential at all times during the process.

Please CLICK HERE  to access the Patient Engagement Form

What is Quality Improvement?

Quality Improvement involves making continuous, small changes to improve the healthcare experience.

Why is Quality Improvement Important?

In healthcare, there is always room for improvement!

Engaging patients, families, and staff in quality improvement help to optimize the quality of care that patients receive and improve the care experience for patients, families, and providers.

For more information about Quality Improvement Click Here to watch a video by Dr. Mike Evans

What are the Quality Improvement Goals for the HRFHT?

At the Humber River Family Health Team, we are committed to providing the best possible patient-centered care.

Our QI Goals:

1. Improve timely and efficient access to care (i.e., being able to see your healthcare provider when needed on the same or next day)
2. Provide excellent care that is centered around our patients (i.e., involving patients as much as they want in decisions about their care and/or treatment)
3. Provide safe and effective care (i.e., use of appropriate assessments and follow-up that is based on up-to-date evidence)
4. To provide all patients the same (equitable) quality of care (i.e., ensuring all patients have access to the same services regardless of race, gender, income, education, etc.)

QI Spotlight

Best Practice Spotlight Organization Ontario Health Team (BPSO OHT)

We are currently in our second year of the pre-designation process to becoming a BPSO OHT in partnership with the North Western Toronto Ontario Health Team (NWT OHT) and the Registered Nurses’ Association of Ontario.

For more information about the NWT OHT Click Here

What is a BPSO OHT?

As a BPSO OHT, we are working in partnership with 12 organizations that are part of the NWT OHT. We are collectively committed to optimizing patient outcomes through the implementation of evidence-based practice and robust staff engagement.

Over four years (2019-2023) we are working on:

• Implementing four best practice guidelines
• Training all staff as champions to support implementation
• Sharing ideas, successes and lessons learned
• Monitoring and evaluating our progress

What are Best Practice Guidelines? 

Best Practice Guidelines provide evidence-based recommendations for health care teams to provide the best possible care.

We are implementing the following BPGs:

Year 1 (2019-2020): Person and Family-Centered Care

Year 2 (2020-2021): Engaging Clients who use Substances

Year 3 (2021-2022): Care Transitions

Year 4 (2022-2023): Preventing Falls and Reducing Injury from Falls

Year 1 Highlights

Click Here to read about our implementation of the Person and Family Centerd Care BPG during the COVID-19 pandemic

Who are our Champions?

Champions are staff members who are committed to improving practice through the implementation of evidence. They do this by raising awareness, motivating others, facilitating change, sharing evidence, monitoring results and so much more.

We have an incredible team of champions at the HRFHT:

Lori (Registered Nurse), Alessandra (System Navigator), Ashley (Chiropodist), Nav (Clinical Pharmacist), Andrea (Registered Dietitian), Evelyn (Registered Nurse), Chloe (Social Worker), Clement (Social Worker), Maria (Medical Receptionist), Marsha (HR and Program Manager), Nora (Registered Practical Nurse)

Champions Testimonials 

“I love being a BPSO Champion because this opportunity has helped me to feel more connected to my colleagues (as I am a newer employee), and it has brought more meaning to the work I do for the betterment of the organization, patients and the community we serve.” (Evelyn)

"Being a BPSO Champion has allowed for a greater sense of connection to a job I already knew and loved. I feel good knowing that our organization is implementing evidence-based practices while working towards providing the highest of quality health care." (Ashley)