How Patients and Families Are Helping Shape Care at Quinte Health
At Quinte Health, patient and family voices are not just heard — they are essential. Through the Health Experience Partnership Program (HEPP), community members are embedded directly into the heart of healthcare decision-making, helping shape how care is delivered across our hospitals. This commitment to co-design is changing the way we think about patient engagement and leading to better outcomes for everyone involved.
Launched in January 2023, HEPP is rooted in the belief that healthcare is most effective when patients, families, and caregivers are equal partners in the planning and improvement of services. By March 2024, the program had grown to include 10 dedicated HEPP Partners, and by March 2025, that number had increased to 13.
“These partners are more than volunteers; they are collaborators, advisors, and change-makers,” said Jennifer McTavish, Quinte Health’s HEPP Coordinator.
With six Core Team members and others embedded across Quinte Health’s existing committees, HEPP Partners bring lived experience and unique perspectives to the table.
To date, they’ve contributed to 12 completed projects and remain actively engaged in 14 more. Their involvement spans diverse areas, including emergency department task forces in Belleville and Trenton, the Ethics Committee, the Domestic Violence Sexual Assault Response Program (DVSARP), and the Quinte Health Accessibility Committee. Completed initiatives have included serving on senior leadership interview panels, contributing to the Lumeo Goals of Care brochure, assisting with Accreditation, and advising the Board Quality Committee.
“What sets HEPP apart is its focus on co-design — a model of engagement that values shared leadership and authentic collaboration,” said Sarah Corkey, Quinte Health’s Director of Integrated Quality and Clinical Informatics. “When staff, patients, and families work together from the beginning of a project, the results are more innovative, practical, and impactful. For patients and families, it means having their voices influence real change. For staff, it means access to insights that help make services more responsive, inclusive, and effective.”
Recruitment into HEPP is largely needs-based and dynamic. As new initiatives arise — such as renovations to the Fracture Clinic, Infection Prevention and Control planning, or the Prince Edward County Memorial Hospital (PECMH) Construction Steering Committee — HEPP Coordinator Jennifer McTavish identifies the best partners for the role. Sometimes that means tapping into local networks, using referrals, or reaching out directly to potential partners. Interested community members can also apply through the Quinte Health website.
In just over two years, HEPP has proven that when healthcare is designed with people — not just for them — everyone benefits. Patients and families feel seen and valued. Staff feel supported by insights that might otherwise be missed. And most importantly, the care provided is more compassionate, inclusive, and effective.
As the program continues to grow, Quinte Health remains committed to building a culture of partnership where community members have a real seat at the table, and together, we’re creating a better health experience for all.
Interested in becoming a HEPP Partner? Visit quintehealth.ca/health-experience-partnership-program to learn more or apply today.
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