Speakers
Description
As part of an organization-wide digital transformation initiative, William Osler Health System (Osler) introduced Social Drivers of Health (SDOH) documentation across clinical and administrative workflows. While SDOH information is essential for advancing equitable, people-centred care and informing population health planning, staff expressed uncertainty regarding the purpose and practical application of collecting and using this information in everyday practice.
Guided by the Registered Nursing Association Ontario (RNAO) Best Practice Guidelines People-Centred Care and Embracing Cultural Diversity in Health Care, Osler developed a comprehensive change management strategy, including co-created education, to build organizational capacity and confidence in understanding patients as whole persons within the context of their lived experiences. The initiative was further informed by Ontario Health’s Social Determinants of Health Framework, reinforcing the importance of health justice, trauma-informed and culturally safe care practices. Recognizing that sustainable practice change requires local leadership and peer influence, Osler implemented a champion-based model that engaged clinical and non-clinical leaders to facilitate learning, support implementation, and role model the importance of developing care and discharge plans informed by patients.
Educational interventions included leadership briefings, train-the-trainer sessions, organization-wide learning opportunities, scripted communication tools, workflow guidance, and practical resources focused on the “what,” “why,” and “how” of collecting and using SDOH information. Champions played a critical role in fostering psychological safety, modelling people-centred conversations, and reinforcing the connection between social needs and health outcomes.
Early outcomes demonstrated staff’s improved confidence discussing social needs with patients and families, support for enhanced referral to community programs and agencies and organizational readiness for practice change. This session will share Osler’s implementation framework, lessons learned, and practical tools that can be adapted by other RNAO Best Practice Spotlight Organizations seeking to strengthen people-centred, culturally safe, and evidence-based care through the integration of SDOH into clinical practice, organizational culture, and digital transformation initiatives.
What RNAO BPG or tool/toolkit is your abstract related to?
People-Centred Care
Embracing Cultural Diversity in Health Care
Author(s) Credentials and Title
Yasir Khalid, MRT (T), M.Sc., CRM, CP, CPXP, Director, People-Centred Care and Health Justice
Mary Jane McNally, RN, MN, Chief Patient Experience Officer
Arany Sivasubramaniam, PhD, Health Justice Specialist
| Organization Name | William Osler Health System |
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