On Call Innovation Conversation

Creating Engagement-capable Environments in Healthcare for Innovation and Improvement

Held April 12, 2017



Did you know?

  • More and more, healthcare organizations are recognizing that high-quality care is possible only when patients and families are engaged and involved.
  • Leading organizations are tapping into common themes and strategies to engage patients, improving quality of care and value for money.
  • The “engagement-capable environments” framework is a tool that can be used to help organizations improve patient experience, staff experience, and quality of care at all levels.

Consider this …

Canada’s healthcare systems are faced with the reality of rising healthcare costs. At the same time, there is an expectation “to do more with less,” which is driving ongoing innovative quality improvement initiatives across the continuum and across the country.

While new interventions offer fresh approaches to care, the human dimension of healthcare means that improvements in healthcare quality cannot rely on innovations and technology alone.

High-quality care happens only when the design, delivery and evaluation of care involves a partnership between patients, families, staff and leaders. Quality improvement and patient engagement do not have to be mutually exclusive.

There is a growing movement to involve patients and families more in decisions affecting their care, from the bedside to the boardroom. Initiatives such as Saskatchewan’s Patients First have resulted an increased focus on the patient experience at all levels of the organization. Patient engagement is a sustainable solution to improve care that goes where systematization cannot.

The “engagement-capable environments” framework is one tool that can be used to drive quality improvement and support the complementary aims of improvement and engagement.

Join us as we:

  1. explore how patient and family engagement can serve as a catalyst for innovation and improvement
  2. learn how engagement-capable environments can support quality improvement at all levels of healthcare
  3. hear about innovative patient engagement case studies from across Canada

Be part of the conversation!

This interactive On Call session will introduce a framework for engagement-capable environments and share the results of successful patient engagement case studies from across Canada.


Ross BakerDr. G. Ross Baker, Professor and Program Director, Institute for Health Policy, Management and Evaluation, University of Toronto
Among his recent research projects are a study of patient engagement strategies in a number of leading organizations in Canada, the US and the UK. This study examines the strategies used to create effective patient and family engagement and the linkage of these strategies to efforts to improve care and care experiences. Ross is co-lead for a large quality improvement training program, IDEAS (improving and Driving Excellence Across Sectors) funded by the Ontario Ministry of Health in collaboration with ICES (Institute for Clinical Evaluative Sciences) and HQO (Health Quality Ontario).

Ross Baker, together with Dr. Peter Norton of the University of Calgary led the Canadian Adverse Events study which was published in the Canadian Medical Association Journal in 2004. Baker and Norton were awarded the Health Services Research Advancement Award for their work on patient safety and quality improvement by the Canadian Health Services Research Foundation. Ross has been a member of the Health Quality Council board in Saskatchewan since 2005. He chaired an Advisory Panel on Avoidable Hospitalizations for the Ontario Ministry of Health and Long Term Care whose report was released by the Ministry in November 2011. He also served as a member of the King’s Fund (London, UK) Commission on Leadership and Management in the NHS in 2010-2011 and has been a member of the Improvement Science Development Group of the Health Foundation in London since 2011.

Malorie KellerMalori Keller, Patient Engagement Lead with the Saskatchewan Health Quality Council
Malori Keller has a Bachelor of Public Administration degree from the University of Saskatchewan and a Master of Public Administration degree from the Johnson-Shoyama Graduate School of Public Policy at the University of Regina. She started her career as a major gifts officer with the Alberta Children’s Hospital Foundation and as employee education coordinator for the Sunrise Health Region. In 2010, Malori joined the Saskatoon Health Region as a patient and family centred care specialist and, in 2012, she became the provincial program manager for the Saskatchewan Transplant Program. She currently, is the Interim Patient Engagement Lead with the Saskatchewan Health Quality Council. As such, she is the co-chair of the Provincial Patient & Family Centred Care Guiding Coalition.

Malori has had several interactions as a patient and a family member in the Saskatchewan health care system. This has led her to have a keen interest improving the care experience. She has many local, regional, provincial and international education session and conferences in her quest to advance patient and family centred care. She is an active member of the International Association for Public Participation – Prairie Chapter and volunteers with the Institute for Patient & Family Centred Care.

Rick FarrantRick Farrant, Patient Family Advisor
Rick has been a patient family advisor in the Five Hills Health Region (FHHR) since November 2012. He has assisted in many improvement opportunities, becoming a member of the provincial guiding coalition and the FHHR Patient Family-Centered Care Steering Committee.

Rick has actively participated in several provincial focus groups, Connecting the Dots events, Inspire conferences, and panel discussions. Rick is passionate about patient and family-centred care, and says that his involvement in regional and provincial initiatives to improve patient care is the most important work he has ever done.

Bernie DoepkerBernie Doepker, Director of Community Engagement Five Hills Health Region
Bernie has been involved in Saskatchewan health care since 1982: 13 years as a manager of client services for a rural home care program, 14 years with Five Hills Health region as a director of volunteer and spiritual care services, and the past 5 years as director of community engagement and patient and family-centred care (PFCC) champion.

Bernie has worked on many provincial and regional programs to improve and standardize services available to patients and clients. Currently she is serving as the co-chair for the Saskatchewan PFCC Guiding Coalition.

Bernie has education in Human Services, a certificate in Management/Leadership in Health Care, is certified as a Lean Leader, and is actively involved in the Saskatchewan Health Care Management system.


Carol FancottCarol Fancott, Director, CFHI

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