Wednesday 21 May 2025 | 13:30-16:30

Format: Half-day workshop

Stream: People

Content filters: n/a

Patients and families often detect deteriorating issues before care teams. At UHN we recognize this and have used a change management approach to create a culture where patient and family voices are heard. This session will provide participants the components of a change management approach to create a culture where staff authentically partner with patients and families as part of their care team, and where patients and families feel safe to speak up about their care concerns. It will outline how care teams in the inpatient setting can; invite patients and families to flag when they are deteriorating; educate patients and families on the signs of deterioration; respond to patient and family care concerns using a unique communication framework; and escalate concerns using an escalation of care pathway. Participants will be provided tools to build conviction and confidence in care teams to create a culture that fosters safety, trust and empowerment.

In this session, participants will:

• Identify the barriers that exist for patients and families to flag deteriorating care concerns.


• Apply practical tools that enable a culture where staff authentically partners with patients and families as part of their care team, and where patients and families feel safe to speak up about their care concerns.


• Leave with tangible resources for implementation of a change management approach that supports care teams to know the importance of empowering patients and families to raise care concerns and have the confidence and skills to respond.

Julie Fox University Health Network for Better Health; Canada

Kerseri Scane University Health Network for Better Health; Canada

Laura Williams University Health Network for Better Health; Canada

Santa Cuda University Health Network for Better Health; Canada