The Framework 

Our aim: To focus action and resources that improve patient experience and outcomes and reduce care variation.


People-Centered Care

The people using health and social services are equal partners, working alongside care providers, in planning, developing and monitoring care to make sure it meets their needs and to get the best outcomes. 


1.1 Objective: Care is provided in a dignified and respectful manner.   

1.1.1 Outcome:  Patients, regardless of background and circumstance report positive experiences. 

1.1.2 Outcome:  Patients are able to make informed authentic contributions to care and treatment decisions.

1.2 Objective: All aspects of care are co-designed with inclusive dialogue from patients, caregivers and providers.

1.2.1 Outcome: Formal patient partnerships are established at all levels of the system.

1.3 Objective: Patients and providers have positive and safe health services experience.

1.3.1 Outcome: The collection and reporting on Patient Reported Experience Measures (PREM)s and Patient Reported Outcome Measures (PROMs) occur and demonstrate improvements in outcomes and experiences.

1.3.2 Outcome: Providers are engaged and report positive experiences.  



Safe Care

Care is free from preventable injuries.  


2.1 Objective: There is the presence of a safety culture across the continuum of health and social services.

2.1.1 Outcome:  All patient harm events are disclosed to the patient and/or family and documented according to organizational policies.

2.1.2 Outcome:  Interdisciplinary reviews include patients and analyses for improvement opportunities take place for all patient safety events.

2.1.3 Outcome:  Patients and providers have access to support programs.

2.2 Objective: Preventable harm is actively monitored and eliminated.

2.2.1 Outcomes: Provider practices are reviewed and outcome trends are reported to proactively drive safe practices.

2.2.2 Outcome: Healthcare associated infections are prevented and controlled.

2.2.3 Outcome: Medications are safely managed.

2.2.4 Outcome: Devices and equipment are tracked and managed safely. 

2.3 Objective: Safe care is addressed as a public health and safety concern.

2.3.1 Outcome: Health and social services organizations participate in an accreditation process.

2.3.2 Outcome: Rates of patient harm are reported publicly at all levels.



Accessible Care

Everyone, regardless of culture, economic situation or geographic location, has timely and equitable access to healthcare and social services. 


3.1 Objective: Care, diagnostics and services are available for all people in an equitable and timely manner.

3.1.1 Outcome:  Underserved people, including people in rural and remote communities, receive equitable and timely access to care.

3.1.2 Outcome: National targets for access to services* are measured and publicly reported for all peoples.

* (E.g. Primary care provider/team; Home support; temporary rehabilitation services; Community Mental Health Services; Surgical Interventions; Emergency Department; Diagnostic Services).



Appropriate Care

Care is based on the best evidence available and shared decision making with patients.


4.1 Objective: Health and social services focus on health promotion and preventative care.

4.1.1 Outcome: There is evidence that health promotion and preventative care are supported (eg. Vaccinations, cancer screening, etc.).

4.2 Objective: Effective matching of health and social services human resources to care needs.

4.2.1 Outcome:  An appropriate needs-based resource allocation strategy is in place, including an appropriate skill mix for the workforce.

4.2.2 Outcome: The scope of practice of healthcare providers (both regulated and unregulated) is recognized and optimized.

4.3 Objective: Care variances are investigated and those unwarranted are addressed.

4.3.1 Outcome: Evidence based care is demonstrated throughout the patient journey, including following best practices.

4.3.2 Outcome: Unwarranted care variations are minimized.

4.4 Objective: Emerging treatment and technologies are systematically evaluated and integrated in the continuum of care as appropriate.

4.4.1 Outcome: Evidence of evaluation of information technology, medical devices and equipment failures (technical/user induced).

4.4.2 Outcome: Effective education of new treatments and technologies is provided for healthcare providers, patients and care givers.



Integrated Care

Patient services and care that are continuous and well coordinated, ensuring smooth transitions.


5.1 Objective: Structures are in place to ensure a smooth transition of health and social services across the continuum of care.

5.1.1 Outcome: Patients understand and can actively participate in their care pathway and transitions of care.

5.1.2 Outcome: The infrastructure and accountability for care transitions are in place.

5.1.3 Outcome: Providers coordinate care with other providers through the continuum of care.

5.2 Objective: Patient related information is available in real time, to patients and providers across the continuum of care.

5.2.1 Outcome: Patients can access their own information in real time.

5.2.2 Outcome: Patients and providers have access to an integrated Electronic Health Record (EHR).