Patient and Family Involvement
Clinical: How would you communicate with someone you has a language barrier?
Use translation services, speak with family member
All Staff: Who is responsible for safety at UHN?
EVERYONE!
Clinical: What communication tools do you use to transfer a patient during care transitions?
IPASS
EPIC
Nursing Shift Reports at Bedside
Safety Huddles
After Visit Summary
All Staff: Who is responsible for infection prevention and control at UHN?
EVERYONE
All staff: Is Accreditation happening soon?
Yes - the survey team will be at Toronto General and Toronto Western the week of April 20-24, 2026
All Staff: How do you demonstrate that you are honouring the UHN Patient Declaration of Values?
Introduce yourself
Protect patient privacy
Smile, say hello and be friendly
Hear patient concerns and work to address them
Don't use medical jargon
Ask open ended questions or Teach-Back
Try to be at the same eye level as the patient
All Staff: Can you name any education you have received about patient or staff safety?
Code Response training (e-learning modules)
Work Place Violence e-learning module
Incident reporting training (IRIS system)
Hand hygiene training
All Staff: Can you name an Error Prevention Tool that UHN uses?
Question & Confirm
ARCC (ask a question, make a request, voice a concern, use chain of command)
STAR (Stop, Think, Act Review)
3-way repeat back
Clarifying Questions
SBAR
Phonetic and Numeric Clarification
5:1 FeedbackC
Cross Check
All Staff: How do you help decrease the spread of infection at UHN?
Wash your hands
Stay home when you are sick
Get the flu shot
All Staff: Why does UHN participate in Accreditation?
To ensure that we are providing high quality and safe care to patients. To learn what we are doing well and what we need to improve.
Clincal: Who can be called on to help when there is a disagreement between team members or between team members and patients?
The ethicist
Social Worker
All Staff: What are some ways you contribute to safety at UHN?
Wear ID badge
Get your flu shot
Wear your staff duress button if required
Complete training and education on new processes/procedures
Wash your hands
Clinical Areas: Can you name two pieces of information you ask a patient to verify their identification?
Name
Date of birth
Clinical and EVS: What are the 4 moments of hand hygiene?
Moment 1: Before contact with the patient or patient environment
Moment 2: Before aseptic procedures (i.v. insertion, wound care)
Moment 3: After contact with body fluid or section (i.e. blood, stool, urine)
Moment 4: Afer contact with the patient or the patient's environment
All Staff: Who can be approached by a surveyor during Accreditation?
Anyone
All Staff: Who can a patient or family member speak with if they have a concern, complaint or compliment?
Manager
Patient Relations
All Staff: What should you do if you see something unsafe?
If it is something simple fix it (i.e. clean up a spill)
Report it through the appropriate Help Desk
If you are able, complete an incident report report, if not, report it to your manager
All Staff: How does your team communicate information?
Email
Meetings
Safety Huddles
Clinical: What is Antimicrobial Stewardship?
Set of interventions aimed at promotign tracking and reporting the appropriate use of antimicrobials to help improve the rise of antimicrobial resistance
All Staff: Is the Accreditation survey a test?
NO! It is a chance to show off the amazing work we do every day.
All Staff: How do you know that patients/clients are a priority at UHN
Are primary value is that the needs of the patient come first
We have a Declaration of Patient Values
Clinical: Do you know any of the system quality priorities at UHN?
Escalation of Care
Transfer of Accountability and Information
Recognition of Deterioration
Clinical: True or False: Clinical teams use EPIC to communicate with one another.
TRUE!
Clinical and EVS: Can you name an item of Personal Protective Equipment (PPE) that a clinical member of staff wears to help decrease the spread of infection?
Mask
Gloves
Gown
Face Shield
All Staff: Do you need to know answers off by heart if you are approached by a surveyor?
No!
You may not know the answer but you should be able to tell the surveyor where you could find information
For example - the Intranet, various SharePoint sites, speaking with your supervisor or manager.