Q&A with Dr. Jeff Pike: Putting Patient Experience First

Promise Magazine: Fall/Winter 2016
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What is Transformation of Care and why is it necessary?

It means changing the way patients receive and access care. Currently, BC’s health care system is organized around service providers, and less so our patients. Right now, patients access services for each of their health care issues from different providers in an often uncoordinated and fragmented way. For those with complex needs, it can be challenging.

How does this affect how the New St. Paul’s will be built and operated?

To be successful, transformation must be system-wide, from the community to the hospital and back home. It involves breaking down the department and program structures and grouping care into service families to better support patients. This will help ensure that patients are more easily able to navigate services and access the care they need. The design will also foster
a culture of innovation and scientific inquiry in research and teaching, resulting in direct bene ts to patients.

What are the key benefits of transforming care?

A transformed model of care means even patients with complex health care issues will receive the care they need when and where they need it most. Providers will be able to more easily access and share critical patient information, enabling them to identify gaps and improve the delivery of care. By embracing health care as a complex and adaptive system, we will have the flexibility to meet unanticipated demands and changes in the system.

How does this change the patient experience?

Here’s an example: a patient with degenerative arthritis may need to regularly undergo visits to their family doctor for checkups, to a clinic for blood work, to the hospital for x-rays and surgery, to various specialists, and arrange for in-home care and physiotherapy. Currently, these services are delivered and managed as separate streams of care, so patients may find it challenging to navigate multiple appointments, experience long wait times or discover gaps in care, repeatedly explaining their health care needs and history to different providers.

When health care becomes more integrated, streamlined, intuitive and patient-centred, patients will be able to spend more of their valuable time receiving the care they need, and less time and energy trying to navigate a complex health care system.

Dr. Jeff Pike is the physician lead, clinical planning, for Providence Health Care’s St. Paul’s Redevelopment Project. He is an orthopaedic surgeon who specializes in hand and upper-extremity surgeries. Dr. Pike is also a clinical assistant professor with the Department of Orthopaedics at UBC.

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