A 1-day deliberative event attended by 36 randomly selected members of the public to provide input on improving the patient experience at St. Michael's Hospital.
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Problems and Purpose
The Academic Family Health Team Patient Design panel was convened by St. Michael's Hospital to help the team improve the process and experience of medical appointments.[1]
Background History and Context
Organizing, Supporting, and Funding Entities
Participant Recruitment and Selection
St. Michael’s Hospital: Academic Family Health Team commissioned MASS to convene a randomly selected group of residents from their active patient roster to help them improve the process and experience of a medical appointment. This was the first time a Civic Lottery was conducted using email as the recruitment tool. MASS wrote and designed two rounds of recruitment emails that were sent to 10,000 patients that the Academic Family Health Team randomly selected from their roster. 350 of these patients volunteered, and 36 of these were randomly selected and convened for a one-day session. The panel matched the demographic profile of the Family Health Team’s catchment area and included proxy selection criteria for income level.[2]
Methods and Tools Used
What Went On: Process, Interaction, and Participation
The panelists learned about the Family Health Team’s role within the health care system and about the patient appointment process from St. Michael’s staff members. The panel then developed a report detailing the problems and recommendations for each step of the appointment process. Two panelists then presented and explained the motivations behind the final recommendations to the larger Family Health Team organization several weeks after the panel was convened.[3]
Influence, Outcomes, and Effects
Analysis and Lessons Learned
See Also
Citizen Reference Panel
Civic Lottery
References
[1] Claudia Chwalisz, The People's Verdict: Adding Informed Citizen Voices to Public Decision-Making (London: Rowman & Littlefield, 2017), 82. Available at https://www.sipotra.it/old/wp-content/uploads/2017/07/THE-PEOPLE’-S-VERDICT.pdf
[2] MASS LBP, 'Celebrate 25+ Reference Panels', https://www.masslbp.com/masspanels/#itemId=5734b5dc27d4bdd1393c501d
[3] MASS LBP, 'Celebrate 25+ Reference Panels', https://www.masslbp.com/masspanels/#itemId=5734b5dc27d4bdd1393c501d