Setting a Standard for Collaborative Work at the JPOCSC

New to the Jim Pattison Outpatient Care and Surgery Centre blog series? Check out the introductory post  and part-1 of this series.

JPOCSC Accomplishments

In the second posting in this series outlining our accomplishments at the Jim Pattison Outpatient Care and Surgery Centre (JPOCSC) in Surrey, we will highlight our work in establishing a framework for Fraser Health administration and physicians to work together in a way that embraces the Fraser Health vision of “Better health, best in health care”.

Many businesses and organizations, including our own, ask their employees and contractors to sign a document which outlines the standards and responsibilities of the stakeholders to ensure that all professional expectations are clearly understood by all concerned.

At the Pattison Outpatient Centre, there was an opportunity to port this concept to the healthcare world by creating a Statement of Expectations (SOE) between Fraser Health (FH) administration and physicians to ensure patient-centered care was at the forefront in this facility.


Working with the Physician Engagement Team within Fraser Health, Iridia helped to develop an SOE outlining the vision of the facility, expectations between physicians and FH administration, and guidelines for the practice of evidence-based patient care.

When the JPOCSC project was first initiated, 175 physicians scheduled to work at the new facility required privileging (and credentialing if new). The privileging process was amended to include two SOEs – an overarching SOE and a program-specific version unique to the JPOCSC. By August 2011, following several months of collaborative communication and dedication, all 175 physicians representing 25 medical programs at the JPOCSC had signed and agreed to the SOE, thereby demonstrating their commitment to the overall vision of patient-centered care at the JPOCSC.

From Iridia’s perspective, the successful development and implementation of a Statement of Expectations at the Pattison Outpatient Centre was a significant achievement and an exciting contribution to the vision and culture of the facility.

How to Implement Clinical Care Protocols

At Iridia, we have a strong team of subject matter experts who are well versed in the facilitation, project management, and overall coordination of resources. With our background, we have become successful at implementing clinical care protocols.

Clinical Care Protocols

What are clinical care protocols? They are what health care organizations around the world call “best practice” protocols.

These protocols are “tools to improve hospital services” and are synonymous with improving patient care. However, to benefit from these scientific advances, a health care organization must first overcome the challenge of taking an abstract protocol and ingraining it into day-to-day operations. 

Clinical Care Protocols

Currently, there is a substantial amount of inconsistency in the both the process and the success of implementing care protocols. This variability wastes financial and human resources, both of which are already under heavy strain.

The solution is to consistently be able to convert “best evidence” to “real practice.” Health care organizations must employ a proven and practical standardized process that meets the needs of all stakeholders involved.

For example, a recent study of hospitals in the U.S. found that patients who are discharged during the busiest times for hospitals are 50 percent more likely to come back in within three days. The study looked at occupancy rates, day of the week, staffing levels and surgical and concluded that readmissions come from poor planning.

Cutting back on hospital readmissions is a hotly debated topic in the health care industry and there isn’t one simple answer. But the study authors are recommending a few changing for the hospitals; such as using checklists before discharge to avoid infections and moving patients to units with empty beds rather than sending patients home prematurely.

Read the original study here

Now, if a hospital decided they wanted to cut patient readmissions through an infection checklist, they would need to implement a clinical care protocol for doing so.

Who would be responsible for educating and engaging patients? How will the hospital track readmission? How will the protocol be evaluated? What is the timeline for implementation? These are just a few of the many questions to be answered, and that’s where Iridia steps in.

We follow formal project management techniques and in consultation with our clients we develop a coordinated strategy consisting of three phases:

We give hospital staff the tools to manage the protocol so they can answer the key question, “how does this apply?”

Since 2004, Iridia has worked with B.C.’s Provincial Health Service Authority Emergency Department Protocol Working Group to improve the quality care in the province. This has allowed Iridia the opportunity to successfully manage the implementation of both the Acute Asthma Management Protocol and the High-Risk Stroke/TIA Guidelines.

Please visit our website to see other projects we have worked on.