Michelle Jones, Corporate Lead of Patient Experience, at Huron Perth Healthcare Alliance (HPHA) has spent 37 years working closely with patients and families.
“From the very beginning, I've had a strong passion for working with patients and families. They are why we do what we do. I've always been driven to help – helping people navigate the system, advocating for them, and ensuring they receive the support they need while they're in the hospital."
In 2023, HPHA introduced a digital survey platform to better understand the experiences of patients. The model was straightforward: patients who provided their email address at registration received a link inviting them to share feedback about their experience. While response rates in Emergency Departments were strong, inpatient units, particularly in rural sites, were lower than expected. Longer lengths of stay and an older resident population often meant that electronic surveys were less accessible or appealing.
For HPHA, this was not simply a matter of numbers, but a question of equity and engagement. Ensuring that every patient has a meaningful opportunity to share their experience became a priority within HPHA's 2025/2026 Quality Improvement Plan and a tangible express of its Commitment to Our Communities.
A New Approach to Surveying
In October 2025, Michelle launched a new initiative at HPHA designed to meet patients where they are – literally. Six volunteers and patient partners were recruited to serve as bedside surveyors across all three sites. In collaboration with patient and caregiver partner Kate Welsh, comprehensive training materials were developed to equip volunteers with the skills and confidence needed to engage thoughtfully with patients and caregivers.
This initiative began with a pilot at HPHA's St. Marys site, where Michelle, along with two volunteers, introduced bedside surveying. Early insights revealed an important opportunity: the existing inpatient survey, written in the past tense and somewhat lengthy, was not ideally suited for in-the-moment conversations at the bedside.
In response, a shorter, real-time survey tailored specifically for this setting was developed.
“The revised approach emphasizes flexibility, allowing volunteers to adapt questions based on each patient's comfort and capacity," said Michelle.
Recognizing that some patients may experience cognitive challenges, caregivers are also invited to share feedback, which ensures that perspectives are not lost and that care teams receive a fuller picture of the patient experience.
Results and Organizational Impact
The early outcomes of bedside surveying have been encouraging.
For volunteers like Brenda, the difference has been palpable.
“By administering a short, simple survey and taking the time to make patients feel at ease, we can now ensure patients with varying cognitive abilities can share their feedback," she said. “The flexible approach means we don't have to ask all the questions, yet we still capture meaningful feedback."
Patients and caregivers have also responded positively, expressing appreciation for the personal interaction and the opportunity to share their experiences face-to-face.
“One of the things we heard – particularly from volunteers – was how meaningful it was for patients to have someone sit and speak with them," she said. “Many older patients don't have family nearby. Volunteers didn't just administer surveys – they spent time with patients, listened to them and made them feel valued. We've learned that patients may hesitate to speak up. There's often a fear that raising concerns could negatively affect how they're treated. Volunteers helped bridge that gap."
Bedside surveying also enables real-time insight. Strengths can be recognized immediately, opportunities for improvement can be addressed proactively, and feedback can be shared with teams while experiences are still fresh, supporting both quality improvement and staff morale.
In some cases, this has created meaningful moments of connection.
“One of the most powerful moments I've seen involved real-time recognition. In one instance, a volunteer was asking a patient a question and noticed a nurse walking by. The volunteer called the nurse into the room, and the patient was able to say thank you directly. That interaction meant so much to the nurse," said Michelle.
“Our nurses are incredibly busy, moving from patient to patient, completing tasks and responsibilities. But hearing, in the moment, that they're doing a great job makes a real difference. It reminds them – and all of us – why we do what we do."
Looking Ahead
In 2026, HPHA will scale bedside surveying across all HPHA sites, continuing to refine survey tools and reporting processes. Board members and community partners will also take part in this initiative, further strengthening the culture of shared accountability and engagement.
The early success of this initiative reflects strong collaboration among volunteers, patient partners, caregivers, staff and leadership. By bringing the survey directly to the bedside, HPHA is not only improving response rates, but reinforcing a core principle: every voice matters in shaping the care experience.
Through this initiative, HPHA continues to evolve how it listens, learns and leads – ensuring that feedback is not just collected but truly heard.
Michelle retires this month, leaving behind this project and many patient experience initiatives as part of her legacy.
“After more than 20 years of watching this work evolve, I'm proud of how far we've come," she said. “Many organizations are now on this journey of elevating patient experience, and I hope this work continues well into the future. It's important that we keep listening, learning, and showing compassion. We need to return to the basics – be kind to one another and to the people we serve."