At Trillium Health Partners (THP), we greatly value the perspective of patients, families, and caregivers in shaping how care is designed and delivered. Since THP serves one of the most diverse communities in Canada, we are keen to hear voices that reflect unique experiences of care and encourage you to join our Patient and Family Partners (PFP) Network.
The PFP Network involves patients, families, and caregivers in a wide variety of programs, projects and initiatives throughout the hospital. As part of this work, they share unique insights as users of our services. PFPs help identify priorities, address gaps in care, and suggest improvements. PFPs play a key role in designing and delivering people-centered care across the entire hospital.
PFPs collaborate with THP staff and leadership, ensuring we continually enhance the patient experience and improve care. They may review communications materials, education materials, identify priorities, and sit on hiring panels, working groups and committees, and more. The experience of being a PFP is supported through onboarding, learning opportunities, in-person and virtual events, and ongoing recognition.
Role Description for Patient and Family Partner (PFP)
As a PFP, you’ll play a key role in improving patient care. You will share your experiences and insights to help identify priorities and suggest improvements.
You will collaborate on various projects across the hospital, including quality improvement, patient safety, program planning, communication reviews, and patient education. Your involvement ensures that we continually enhance the patient's experience and deliver better care.
To support your experience, we offer onboarding, learning sessions, and host several recognition events throughout the year, including our annual Patient Experience week events, National Caregiver Day celebration, Holiday Gathering, and Connect and Chat Event. This also allows our community of PFPs to get to know one another and hear about other experiences across the hospital.
To ensure a strong and mutually beneficial partnership, the following are key aspects of being a PFP at THP:
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Experience: You should have been an inpatient or outpatient at THP, or a family member/caregiver of a patient, within the past five years.
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Employment Status: You are not currently employed by THP. Family members of employees are welcome, however.
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Expected Time Commitment: The time commitment for PFPs varies based on personal interests, experiences, and availability. Full details are provided in the participation invitation, allowing you to decide if the commitment suits you. Meetings can be held in-person, virtually, or hybrid.
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Engagement: You can choose the activities you wish to be involved in but are expected to participate in at least one activity each year.
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Communication and Cooperation: You should be able to communicate and collaborate with individuals from diverse backgrounds, experiences, and perspectives including other patients, families, and staff across all disciplines.
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Privacy and Confidentiality: You must respect and maintain privacy and confidentiality.
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Positive Approach: You should maintain a positive attitude and be willing to collaborate with others and share insights and information about your experiences in ways that will benefit others.
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Onboarding and Learning: You can commit to reviewing onboarding materials and participate in training to support your experience as a PFP.
How to Join the Patient and Family Partners Network
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Reach Out: Please download the intake form or email patientfamilypartners@thp.ca to receive a copy.
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Initial Contact: After reviewing your intake form, a team member will arrange a phone call or virtual meeting to discuss the program further.
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Onboarding Process: Following our conversation with you, if all parties feel there is a good fit, you will receive an orientation package to support you in your new role. Privacy and confidentiality will be reviewed.
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Ongoing Learning: We will regularly share learning opportunities that can help you in your role to learn about being a PFP, learn about THP, and learn about the Mississauga community.
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Engagement Opportunities: After onboarding, you will receive invitations to participate in various projects and initiatives. These invitations will provide details about the engagement opportunities, including background information and if the engagement requires an interview process.
Frequently Asked Questions
The Patient and Family Partners (PFP) Network is a key part of the Office of Patient Experience. PFPs share unique insights as users of our services, help identify priorities, and offer opportunities for improvement. They inform people-centred care design and delivery through involvement in initiatives across the entire hospital, at all levels, and enable a learning health system approach. PFPs engage with Trillium Health Partners (THP) staff in shaping care from the bedside to how key priorities are set and implemented across the organization. This may span many projects in between, including quality improvement, patient safety, program planning, communication product reviews, and patient education initiatives to ensure we are continually focused on improving the patient experience and people-centered care.
The involvement and time commitment of PFPs vary based on personal interests, experiences, and availability. Full details are provided in the invitation for participation, allowing you to review and determine if the time commitment suits you. Meetings can be held in-person, virtually, or hybrid.
When there is a request from THP program leadership, an invitation for participation is sent out via email to all PFPs. This invitation will describe the opportunity in more detail, provide some background information, and outline the requirements for that engagement opportunity.
Because your input will help to shape the design and delivery of care before it is launched and you will be privy to internal information, you are expected to follow the same policies and procedures as everyone else affiliated with THP, including staff and volunteers. All PFPs are required to sign confidentiality agreements and adhere to the THP Code of Conduct. Should you have any conflict of interest or confidentiality concerns, real or perceived, you are expected to bring this to the awareness of the Office of Patient Experience.
For any questions, concerns, or feedback, please feel free to email us at patientandfamilypartners@thp.ca.
At THP, we deeply value the contributions of our PFPs. While we do not offer monetary compensation, we ensure that our PFPs feel recognized and appreciated through various means. This includes offering training and support and acknowledging your efforts in our biannual newsletter. We also host regular recognition events, such as our Annual Back to School event, Holiday Luncheon, National Caregiver Day and Patient Experience Week. Some of our partners, including the Institute for Better Health and Mississauga Ontario Health Team, do offer compensation, however.
At THP, we deeply value the insights and feedback from our PFPs as you are crucial in improving patient care and services. Your input helps us shape policies, programs, and services, but you are not responsible for implementing them. The engagement is not decision-making in nature, and any advice, input, and guidance provided by you will not be associated with you as an individual. Instead, it will be used by the Project Leads and project team to make decisions, for which the Project Leads and Hospital Leadership are accountable and will assume ownership.
All PFPs are required to sign confidentiality agreements and adhere to the THP Code of Conduct as you will be involved in work before it is publicly launched.
The cost of parking is covered when you are required to be on-site for an engagement related to Patient and Family Partners.
PFPs are required to complete a minimum of 60 hours of volunteer service before requesting a letter regarding completion of volunteer hours or for a reference. A minimum of 100 hours must be completed for university, graduate, medical school, and scholarship reference letter requests. The People Centred Care Coordinator must have suitable knowledge of the skills and aptitudes of the applicant as required for the reference. All references are at the coordinator's discretion. A minimum of two weeks is required for staff to complete these requests.
No, however, you would need to follow the masking policy when on-site.
Your participation as a PFP can vary depending on the nature of the project or initiative. Typically, we involve people in one of the following ways:
- Advisory & Governance Committees
- Interviews
- Focus Groups
- Working Groups
- Hiring Panels
- Document Reviews
- Storytelling
Volunteers engage in a variety of tasks that support the hospital's operations and patient care. These tasks can include assisting with administrative duties, providing support to patients and families, and helping with events and activities. Volunteers contribute their time and skills to enhance the overall functioning of the hospital and improve the patient's experience. They are often involved onsite within the hospital.
PFPs are individuals who have had personal experiences as patients or caregivers and use those experiences to provide valuable insights and feedback. PFPs work closely with frontline staff, leaders, enabling services, and researchers to help improve care at THP. They are involved in various engagements such as focus groups, advisory and governance committees, surveys, document reviews, hiring panels, and storytelling.
Testimonials
Testimonial 1 – THP Patient and Family Partner Member
Being a Patient and Family Partner (PFP) has been the opportunity I needed to remain engaged with my community after my stroke. Having been a nurse, the stroke changed my perspectives on life. I have now been involved in some great projects, including assisting with the accessibility features of the new Peter Gilgan Mississauga Hospital and participating in focus groups surrounding caregiver involvement during cardiac arrest. The PFP program is fulfilling and has given me the chance to make a difference in the experiences of future patients and their caregivers.
Teresa G
Testimonial 2 – THP Patient and Family Partner Member
Participating in the Oncology Patient and Family Advisory Committee is my way of paying it forward to ensure that current and future families whose lives are touched by cancer experience the same patient-centered care approach that has been the hallmark of my 12+ year cancer journey. The opportunity to play a small role in improving the patient experience within the oncology program is both exciting and rewarding.
Samantha I
Testimonial 3 – THP Patient and Family Partner Member
I am so grateful that Trillium Health Partners (THP) has Patient Family Partners (PFPs). As a PFP, I am able to be a contributing 'voice' and collaborate with others to shape and improve the patient and family experience within the hospital. I enjoy learning, connecting with others, and it’s a great feeling to know that our voice matters while giving back to the hospital and the community.
Marlie Y
