A first of its kind: People-Centred Care Leadership Program

As part of Patient Experience Week, CHA Learning is proud to announce our new People-Centred Care Leadership Program which we’ve developed in partnership with Health Standards Organization (HSO).

We asked HSO’s Managing Director, Feria Bacchus, to share more about HSO’s People-Centred Care (PCC) philosophy and approach and why they wanted to partner with CHA Learning on developing this program.

The People-Centred Care Leadership Program is:

  • A new program being offering by HealthCareCAN (HCC) and Health Standards Organization (HSO)
  • First of its kind – co-designed by two leading Canadian healthcare organizations, fully on-line, comprehensive, practical while still being hands-on based on the interactive content and opportunity to consult with an assigned PCC expert



People-centred care is an approach to care that consciously adopts individuals’, carers’, families’ and communities’ perspectives as participants in, and beneficiaries of, trusted health systems that are organized around the comprehensive needs of people rather than individual diseases, and respects social preferences. People-centred care is broader than patient and person-centred care, encompassing not only clinical encounters, but also including attention to the health of people in their communities and their crucial role in shaping health policy and health services.[1]


Why is people-centred care a priority for HSO?

HSO aspires to unleash the power and potential of people around the world who share our passion for achieving quality health services for all. We work closely with providers, policy makers and patients and families to ensure that through global standardization, we are improving health care together.

We are motivated by our People Powered Health philosophy, which hinges upon bringing people together in innovative and creative ways to make a difference, together. We believe that partnering with patients and families as people with significant and recent experience accessing health and/or social services is important to the development of standards and how they are assessed, ultimately bringing People Powered Health to life.

A key component of People Powered Health is living and actively facilitating People-Centred Care (PCC) culture and practice – both at HSO and for our clients.


Why do we need PCC?

In addition to strong historical relevance and a push from governing bodies, people-centred care has become an increasingly relevant topic in the health care research field. The literature shows that implementing PCC improves client satisfaction, self-care, and health outcomes, and can be cost effective.

For Patients

Clients appreciate PCC approaches, especially when they are seen as equal partners in their care. These clients are more engaged and better able to manage their health based on the knowledge and training they received. They tend to make better life choices, have fewer hospital visits and lower readmission rates, experience fewer problems in their care, and be more satisfied with their experiences.[1]

For Providers

PCC can also decrease burnout and stress among staff, improve staff satisfaction and experience, which in turn have an impact on service delivery and quality of care.

For Policy Makers and System Leaders

The “Quadruple Aim” of PCC is better health, better care, lower costs, and better work experience for providers of patient care.[2] Interventions designed to increase client activation through coaching and sharing of customized information improve clinical indicators and decrease hospital use, which in turn affects health care costs. As health care systems move toward more PCC and integrated models of care, they need to ensure clients and families are partners in all aspects of care; senior leadership is actively involved; and strategic directions, goals, and aspirations are clearly communicated.


How is HSO Activating PCC?

While our PCC approach and methods of engagement will continue to evolve, our goal is clear – embed PCC at all levels within health and social services in new and innovative ways. Ultimately, the impact of PCC on quality, patient safety, and patient and family experience will also become better recognized and more widespread.


Why do you believe a formal learning program will support the advancement of PCC in healthcare organizations?

The overall intent of the learning program is to impart information, knowledge and skills to support individuals and organizations not only understand but enable cultures, processes and actions that drive people-centred care. Learners will acquire the foundational knowledge around people-centred care, engagement and experience as well as organizational enablers and leadership skills that facilitate success. The learning activities form tangible, practical application of that knowledge and the support provided by expert faculty will make the learning immediately useful to the learner and their organization.


Why has HSO chosen to partner with HCC/CHA Learning on this program? 

HSO and CHA Learning are both industry leaders bringing complementary expertise to this important work. We both have a passion for healthcare excellence, both have a mandate to influence the quality, safety and experience of care in Canada and internationally. Together, we leverage our unique strengths to co-design and offer this new program to build PCC capacity across the health system and help our members and clients be successful in partnering with patients, families and providers to improve care.

Want to learn more? Check out the program on our website.


Feria Bacchus is the Managing Director, Global Programs at Health Standards Organization; a position she has held since January 2018.

Feria is a seasoned Strategic Healthcare Leader with over 25 years of experience in the health care sphere having worked across the care continuum, and with both national and international organizations.

Feria previously held executive positions at — National Research Corporation Canada, Sodexo Canada, ARAMARK USA, Markham Stouffville Hospital, Alberta Regional Health Authority.

Feria holds a Master of Health Science (MHSc) from the University of Toronto, Bachelor (BASc) from the University of Guelph, and has completed the Executive Leadership Program at Harvard Business School.

[1] See Patient Engagement: its History in Qmentum Global and Supporting Literature Review [2017] for further details and evidence resources.

[2] Frampton, Susan B. et al., Harnessing Evidence and Experience to Change Culture: A Guiding Framework for Patient and Family Engaged Care. 2017.

[1] World Health Organization, “Framework on integrated, people-centred health services”, accessed September 7, 2017 at http://apps.who.int/gb/ebwha/pdf_files/WHA69/A69_39-en.pdf?ua=1&ua=1