Case Study: The Ottawa Hospital achieves high performance in access to care with NRC Health

Living the Vision Leads to High Performance in Access to Care at The Ottawa Hospital

The Ottawa Hospital, a large multi-campus academic health sciences center in Ottawa, wanted to improve access to care and patient-centered performance as part of its goal to become a top North American performer in quality and patient safety. To support this effort, the hospital worked with NRC Health, using patient experience insight and survey data to better understand how patients experienced care across the organization.

NRC Health’s support helped The Ottawa Hospital strengthen its patient-centered culture through initiatives such as “You’re in My Care,” Patient and Family Advisory Councils, leadership engagement, and communication and workflow improvements. The case study reports strong measurable gains, including nurses’ perceptions of good nurse-doctor communication rising from 41% to 92%, along with improved access to care, more responsive staffing and rounding practices, and smoother patient flow and discharge processes.

The Ottawa Hospital

Alan Forster

Vice President, Quality, Performance, and Population Health