Presented on April 6, 2016
Presented by Russell Jones RN – Sunnybrook Health Sciences Centre

Our VIR suite is in a Canadian tertiary urban teaching center. We had experienced some issues around pain control and medication compliance in out-patients after discharge. After research and some collaborative brain storming we decided the spheres of 1.plain language education and 2.customer relationship management provided us the greatest potential for a positive impact on patient compliance. Teach Back offered a research based health literacy intervention. The Kano Model of customer relationship management is supported by a number of published studies that quantify the impact on medical care customers. Interestingly, none of the Kano Model studies we looked at included the impact on public hospitals under a socialized medicine system.

Russell is a Registered Nurse in the Vascular Interventional/Neuro Interventional suite at Sunnybrook Health Sciences Centre. After research and some collaborative brain storming we decided the spheres of 1.plain language education and 2.customer relationship management provided us the greatest potential for a positive impact on patient compliance.