Excellence in Patient Experience Award

Please note that the awards nomination campaign will launch on October 1, at which time the online nomination form and the nomination template will become available.

The Award

This award is focused on honouring organizations and individuals who have set in place innovations that improve the human experience in healthcare. The Excellence in Patient Experience Award will highlight and recognize innovations that have made a change to how patients and their families experience healthcare services. Demonstrable improvements in or impact on culture, quality, safety and/or financial indicators will be used to determine the recipient of this award. 

The winner will receive an etched glass trophy. Should the future permit us to return to an in-person event, one representative of the winning organization will also receive paid travel and accommodations to attend the College’s Honouring Health Leadership event, and a complimentary registration to the National Health Leadership Conference.



Individuals and teams are eligible for this award. Eligible candidates must quantify the impact of their innovations and actions in the following areas:

  • Patient experience and culture of inclusion: This can include, but not be limited to organizational structures that engage and support patients, caregivers and families, use of electronic tools or media to support continuous engagement with patients, caregivers and families as well as organizational processes that elevate the collaborative efforts of patients, caregivers,  families, staff and communities in the planning and delivery of care;
  • Training and development of staff, clinicians, Medical Staff, patients, caregivers and families to support a culture of innovation and excellence in the planning for and delivery of high quality patient and family centered care;
  • Quality of care over a minimum of 24 months. This would include tangible performance or process improvements in clinical outcomes (e.g. hospital acquired infections, falls, length of stay (LOS), alternate levels of care (ALC)), performance outcomes (e.g. patient experience rates) and other indicators that would demonstrate quality improvements (e.g. enhanced foundation revenues, decreased workplace injuries);
  • The extent to which patients, caregivers and families are engaged and involved in the planning for and delivery of care; and
  • The extent to which a high performance patient experience aligns with all other aspects of the healthcare enterprise (e.g. the satisfaction and engagement scores of staff, clinicians and medical staff).



Nominations must be made by a member of the College and be submitted by February 1.

Nominations must be submitted as one PDF file via the team and organization award online form and include the following:

  • The completed nomination form (to be complete online).
  • Using the nomination template, please ensure to include:
    • Comprehensive description of the innovation and/or action to be highlighted.
    • Data which quantifies the impact of the innovation or action to be highlighted.
    • Plan to continue to support and/or enhance the innovation and action in the longer term to ensure that the organization “holds the gains”.
  • Two letters of supports from patients, caregivers and/or families.
  • Letter of support from the nominee’s chief executive officer or C-level designate that is a member of the College.

Selection Committee 

Sponsored by:


2020 Recipient: Hamilton Health Sciences

Hamilton Health Sciences

Hamilton Health Sciences (HHS) is transforming how patients, caregivers and families experience the delivery of health services. Committed to operating as one seamless system, both within and beyond our walls – HHS’ Hospital to Home Team partners with patients to co-design integrated, coordinated care plans focused on, what is most important to the patient and what is most concerning to the patient about his or her health.

The use of non-judgemental curiosity, trauma informed care and motivational communication strengthens partnerships between patients, caregivers, families, health and social care providers resulting in achievement of the Quadruple Aim – improved patient and provider experience, improved health of the population, improved utilization of health care resources.

Click here for the full article.

Past Recipients

Please see our most recent recipients listed below. Full details are available in our Celebrating Leading Practices booklets.

2020 - Recipient: Hamilton Health Sciences

2019 - Recipient: Humber River Hospital