Healthcare

We help regulators, associations, and healthcare organizations engage registrants, licensed professionals, and practitioners in reforms and strategic priorities. Through surveys and qualitative research, we provide insights that strengthen buy-in, guide change initiatives, and improve the delivery of care.

Our VoP programs bring patient perspectives into regulation and service delivery. By engaging patients in the design and delivery of care, we help build human-centred models that improve outcomes, strengthen safety, and ensure care reflects lived experiences.

We deliver comprehensive evaluation services to healthcare organizations and regulators, from designing KPI frameworks and process maps to leveraging advanced analytics and dashboards. Our evaluations measure outcomes, optimize programs, and support innovation.

• Complaints Process Evaluation: Improve complaints handling with evidence-based insights that streamline processes, strengthen metrics, and enhance both patient and registrant experiences.
• 360° Feedback Programs (PULSE): We have conducted more than 45,000 PULSE 360° feedback reviews with physicians and surgeons across Canada. These confidential, multi-source surveys provide actionable insights that strengthen professionalism, teamwork, and quality of care.

We help healthcare organizations design and refine products and services through user research, testing, and needs assessments. Recent projects include PPE user research to assess safety, fit, and usability in healthcare environments.

We partner with health profession regulators to refine and modernize Standards of Practice, Ethical Principles, and Codes of Conduct. Our services include jurisdictional scans, stakeholder engagement, and validation processes that ensure standards reflect emerging practice and protect the public.