CHEO pours its H.E.A.R.T. into patient experience

four members of patient experience team stand holding HEART steps on sign

Effective communication is a valuable aid in patient care and recovery, which is why CHEO uses the H.E.A.R.T. model to focus on individualized care that responds to patient and family health concerns, beliefs, and variables.

The H.E.A.R.T. model — (H)ear, (E)mpathize, (A)pologize, (R)espond, (T)hank you — is built into the foundation of person- and family-centred care, one of five Best Practice Guidelines (BPGs) based on current best evidence that are implemented at CHEO.

In March 2023, CHEO achieved designate status as a Best Practice Spotlight Organization (BPSO) by the Registered Nurses’ Association of Ontario (RNAO) because of the use of those BPGs.

H.E.A.R.T. is taught by the CHEO Patient Experience team to provide tools to improve the confidence of staff, such as nurses, in their communication skills and their ability to handle unexpected situations. This also helps CHEO staff, medical staff, learners, and volunteers interact with each other.

“When the H.E.A.R.T. model is used and we can respond to feedback in that way, it encourages better communication with the family,” said Jill Sullivan, a BPSO champion lead and a manager of the Patient Experience team.

“Families feel that they’ve been heard ... and it really improves that therapeutic relationship between the families and the team.”

Sullivan says the team has helped train more than 1,000 people at CHEO so responding to feedback from families becomes “second nature.”

“The staff who [receive the training] walk away ... [feeling] they have the tools and resources they need to do their job every day,” she said.

CHEO pursues innovative and forward-thinking strategies to provide exceptional care where, when, and how it is needed. Its use of H.E.A.R.T., which came from the Cleveland Clinic in the U.S., has also sparked the interest of other community hospitals.

CHEO's journey to achieve the BPSO designation signifies a long-term commitment to deliver the highest standards of care to our patients and families. It has offered nurses and other health-care providers the additional tools, support, and resources to aid children and youth to live their best life.