“I don’t know how … we haven’t done this yet. It just makes sense. It makes sense for patient safety, and for patient advocacy. Just to have the physician there and support me as nurse, and know that he or she has my back and I can communicate face-to-face with that physician. That’s very important to patient safety.”

– Nurse

Nurse

“It’s totally patient-centred… We can tell you exactly what time the doctor is going to come every day… We’re not spending all day trying to get a hold of doctors.”

– Nurse

Nurse

“I’m not worried about going to work anymore.”

– Nurse

Nurse

“Strangely, the chaos in traditional hospitals is still considered normal. Leaders seem genuinely surprised by complications and delays. So many resources and hours are wasted recovering from what could’ve been prevented in the first place. Our ACU reverses all that and the difference is profound. Every hospital unit should work this way.”

– Unit Medical Leader

Unit Medical Leader

“This is the best model for coordinating care that I’ve ever seen. Patients spend less time in the hospital, get better quicker, and don’t bounce back. Our Accountable Care Unit helped us establish a culture of safety. Now we have a unit where patients don’t die and don’t even fall.”

– Unit Medical Leader

Unit Medical Leader

“Accountable care gets rid of the chaos and fosters teamwork with all people providing care and with a much improved relationship with the patient and their families. It’s so obvious to me that this is what we’re supposed to be doing.”

– Unit Medical Leader

Unit Medical Leader

“To have the entire team together on the same page, if the nurse or the patient raises an issue we have the computer right there to change orders in real time.”

– Physician

Physician

“What we found was … more patients identified actually had an intervention performed by a pharmacist that aligned with our standards compared with the comparator ward.”

– Pharmacist

Pharmacist

“so my job becomes a little bit easier because I don’t need to think about all the other pieces that I should have maybe known. I don’t need to know the answer because I have a team member who can answer that out for me”

– Pharmacist

Pharmacist

“I believe that pharmacists should see this because it’s a real eyeopener in my opinion. It’s the way pharmacy should be done in a hospital and not working in isolation, making your solutions and figuring out problems that don’t actually even exist, right?”

– Pharmacist

Pharmacist

“I was suspicious. It sounded too good to be true… When I started working on the ACU I felt how different it was. My days used to be filled with running from floor to floor, getting paged by worried nurses to come urgently to see a patient, flipping through patient charts trying to find that important piece of nursing information that would be key to understanding. Now I’m part of a team. And with that team I go and see the patients and listen to them and find out what are their key priorities that need to be addressed… I love my job again.”

– Unit Medical Leader

Unit Medical Leader

“Physicians and staff are making comments like, ‘This is what medicine is supposed to be’ or ‘This is the work environment I always envisioned working in”

– Director of Patient Flow

Director of Patient Flow

“The ACU difference is dramatic. It’s like we have twice the number of hands on deck, but we haven’t hired anyone new. We’ve just trained everyone to coordinate with each other and with greater purpose. You can see this remarkable belief here now. We know we’re delivering the care we’d want for our family members or ourselves.”

– Unit Medical Leader

Unit Medical Leader

“This care model has brought real teamwork to our hospital. Beforehand, doctors had no idea what members of the care team were doing and nurses knew very little about what doctors were thinking. Today, those problems are gone. Communication is infinitely better and there’s a collegiality and empathy among staff that many of us never imagined was possible.”

– Unit Medical Leader

Unit Medical Leader

“We’ve been teaching the same way for 50 years, but with this care model we now teach delivery of care. This is exactly where healthcare is heading. Staff and trainees today need to understand that prescribing a therapy is the easy part. The hard part is getting a huge, complicated system to deliver that therapy to the right patient at the right time, while being alert enough to recognize-and-respond when therapy fails or patients drift off course. Traditional hospital care does none of that. But this care model does. This is the future. This is the ‘new way’ and the ‘old way’ just looks crude and unacceptable by comparison.”

– Unit Medical Leader

Unit Medical Leader

“The changes on the Unit have made my recent stay very different to my previous ones. I feel listened to. I feel like my needs are being met quickly. And I like the daily rounds where I see my doctor and my nurse.”

– Patient

Patient

“The care was remarkable … We should be so lucky that this kind of care is available to more people in our community. Just to be able to meet regularly with the physician and the nurses, to know what is happening.”

– Family

Family

“We knew when to expect [the care team] each day and knew they would answer all of our questions.  They knew our names and really involved us in the process.  It really is a wonderful”

– Family

Family

“When I got to the unit, I was depressed. The team of people on the unit really talked to me and turned my attitude around.  They got me on a better path so I was able to go home.”

– Patient

Patient

“This is the way healthcare should be.”

– Patient

Patient

“We are already seeing how physically locating these physicians in one place and the subsequent regular interactions through standardized rounding, is improving teamwork and communication among our care provider partners.”

– CMO

CMO

“The Accountable Care Unit makes patient interactions more meaningful and predictable, which is decreasing patient length of stay by eliminating barriers to discharge.”

– VP Practitioner Staff Affairs

VP Practitioner Staff Affairs

“An innovative model of team based patient care.”

– State Minister of Health

State Minister of Health

“Less time in hospital, the freeing up of beds. The care is better. The communication is better.”

– Chair Regional Health Authority

Chair Regional Health Authority

“This is more than just a Unit, this is a culture change. The other floors want to look like the [ACU]… This is the way to do it.”

– CMO

CMO