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Exceptional Quality, Safety & Value

We deliver quality care that matters to the people we serve.

Why this?

It’s fair to say that quality and its ally, patient safety, have always been at the core of who we are. Now, more than ever, we’re making decisions in partnership with patients and families based on what matters most to each individual.

The health and wellness, but also fears and worries, of those we serve must become central to decisions about what resources we mobilize to care for them.

That’s a person and family-centred approach and it’s also the “value” part of this direction. Value-based care is a concept that refers to ensuring that we are prioritizing the care and resources that matter most to the people we serve.

What will change?

We will be using data and metrics more and more to help us understand how to maintain and improve our standards for safety, experience, and outcomes.

We will continue designing and building world class health care, research and community care campuses, including the new St. Paul’s Hospital and Health Campus, that will help us in this pursuit of quality, safety and value. We will continually strive to make Providence a place where Indigenous peoples choose to access care.

We will be seeking ways to bring the people we serve into more conversations about their care and empower them to be an equal part of the care team.

What’s the bottom line?

Ultimately, through the pursuit of quality, we want to ensure that the experience of the people we serve is equal to our pursuit of the best possible outcomes. Still, we know that with the best of intentions, patients and residents may still experience harm.
We are committed to ensuring that we are transparent, accountable and learn from those events to improve.

We see people during their most challenging moments and by pursing the goals within this Strategic Direction, by 2026, we will be providing quality care — as defined by every patient and every resident — that matters to them.


  • Understand, evaluate and prioritize quality (outcomes, experience & safety, including eliminating preventable harm).
  • Advance the recommendations of the In Plain Sight Report through the delivery of high quality, equitable, identity affirming and culturally-safe services that are valued by Indigenous patients, residents and families.
  • Offer the people we serve the right care, in the right place, at the right time.
  • Practise “value-based health care” which prioritizes what matters to the people we serve as a way to drive quality and efficiency.
  • Readily access data and information and use them continuously to improve our person and family centred care.
  • Improve the physical environment across PHC.