Ontario hospitals are required to survey patients at least once every fiscal year, according to Ontario's Excellent Care for All Act (ECFAA), 2010. Additionally, patient experience is a core focus of the new Ontario Health Teams (as part of Bill 74, The People's Health Care Act, 2019), a priority indicator in hospital Quality Improvement Plans, and an Accreditation Canada/Health Standards Organization requirement.
In 2021, the OHA began a rigorous Request for Proposal (RFP) process to replace the contract that has been in place since 2016. For over a year, the OHA conducted and extensive market review, including an RFI and an RFP, to understand the available options for a patient experience management solution that would meet the needs of hospitals individually and collectively.
However, in July 2022, the OHA shared news that contract negotiations were terminated since it was unable to achieve acceptable terms with the leading RFP proponent. Following consultation with its RFP review committee, which is comprised of hospital representatives, the OHA made the difficult decision that other RFP bid options could not meet the sector's expectations, and as such, cancelled the RFP on July 28, 2022.
Acknowledging members' desire for OHA-leadership, but not necessarily the need for an OHA-led contract, the OHA shifted its strategy and role in enabling value and collective benefits for the sector. The Government of Ontario's VOR arrangement presented a viable avenue that aligned with the core objectives for a new patient experience service: timeliness, flexibility, usability, affordability, and comparability.