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Improving customer satisfaction

Sun Country Health Region (SCHR) has developed a plan to assess and improve customer satisfaction with health services and to establish service delivery expectations.

"We define our customers as being all health care service users including patients, long term care residents, clients of community-based services, family members, or potential service users, says Calvin Tant, President and CEO of Sun Country Health Region.

"We are committed to continuous improvement and customer satisfaction," he says.

Mr. Tant says "the development of a customer engagement framework will allow us to assess and improve customer satisfaction with health services and will help us to realize our vision, which is to have Healthy People in Healthy Communities."

SCHR’s Board of Directors approved the preliminary Customer Engagement Framework at its meeting in December.

Development of the plan will begin with a series of seven public focus groups in the new year. Health care customers will be asked about their expectations of the health care system and suggestions for improvement.

Staff focus groups also will be held early in the new year to develop strategies for responding to public expectations, after which time a final plan for change will be prepared for Board approval.

The final document will be used to create staff orientation materials and training sessions. By March 2010, SCHR will begin to train all staff in the best ways to meet customer expectations.

"Our staff works hard to meet the needs of their patients, clients and residents. We know that is true from the results of provincial surveys in the past. SCHR staff show well on those surveys. But we can always improve and we want to do that," says Mr. Tant.

Media: For more information, please call Joanne Helmer, Communications Coordinator, 842-8353.













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