Ambulatory care creates vision to transform services

Sam Young calls it a paycheque of the heart. “It’s when you give and when someone says ‘thank you, you’ve made my day.’” Young is the unit assistant in the new Clinical Treatment Centre (CTC) at Saskatoon City Hospital. Within her busy day, she spends time with clients, talking, listening and caring about their battles in life. And she’s taken to writing inspirational statements on a whiteboard and posting poems and photos on a bulletin board. Clients are taking notice.

“I love the sayings on the whiteboards in the CTC!” said one client in a feedback survey about the new Centre, which provides infusions and intravenous medications in a day procedure setting.

“It’s a very special place for me, says Young. “You want to find that fit in a job, and this is my fit.”

When Saskatoon Health Region’s Clinical Treatment Centre moved from Royal University Hospital to Saskatoon City Hospital in 2010, clients were unsure about the change. Would they still receive high quality care? What would the new surroundings be like? Would it still be compassionate and comfortable?

Unit assistant, Sam Young takes time to bring words of inspiration to patclients and staff at the Clinical Treatment Centre.

So the Region’s Ambulatory Care department asked clients those questions after they received services at the new Centre.

“I am confident that I am being treated by well prepared, professionals,” said one client, echoing the response of several clients from the CTC. “The nursing staff on the CTC ward are wonderful!”

“The staff are terrific,” said another client. “They are professional but still make sure everyone feels comfortable.”

As part of the feedback process, clients also answered survey questions with these results:

  • 89 per cent are very satisfied with the information they received prior to the treatment.
  • 90 per cent are very satisfied with the comfort provided in the clinic.
  • 94 per cent are very satisfied with the courtesy and respect they receive from staff.

And, with any change comes ideas for improvement. In the survey, clients noted that adjustments to parking and room temperature would help improve their experience – ideas that the Ambulatory Care Planning team will incorporate into future recommendations.

As she writes another message of inspiration on the white board, Young hopes the words of inspiration on the wall translate into something real that clients and staff can take with them at the end of the day.