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The average is just 2.88. Would you go to a restaurant with that rating?Last updated 51 minutes ago You can save this article by registering for free here. Or sign-in if you have an account.What separates top-performing hospitals from others needs further investigation. But Google scores are yet another indicator that shows Canadian patients are overwhelmingly frustrated with the status quo. Photo by Jason Halstead/PostmediaOur new paper for SecondStreet.org finds that in reviews they post with Google, Canadians give the country’s major hospitals an average score of just 2.88 stars out of five. Many of us would take a pass on a restaurant with such a low score, but we often have no choice when it comes to our hospitals.Subscribe now to read the latest news in your city and across Canada.Exclusive articles from Barbara Shecter, Joe O'Connor, Gabriel Friedman, and others.Daily content from Financial Times, the world's leading global business publication.Unlimited online access to read articles from Financial Post, National Post and 15 news sites across Canada with one account.National Post ePaper, an electronic replica of the print edition to view on any device, share and comment on.Daily puzzles, including the New York Times Crossword.Subscribe now to read the latest news in your city and across Canada.Exclusive articles from Barbara Shecter, Joe O'Connor, Gabriel Friedman and others.Daily content from Financial Times, the world's leading global business publication.Unlimited online access to read articles from Financial Post, National Post and 15 news sites across Canada with one account.National Post ePaper, an electronic replica of the print edition to view on any device, share and comment on.Daily puzzles, including the New York Times Crossword.Create an account or sign in to continue with your reading experience.Access articles from across Canada with one account.Share your thoughts and join the conversation in the comments.Enjoy additional articles per month.Get email updates from your favourite authors.Create an account or sign in to continue with your reading experience.Access articles from across Canada with one accountShare your thoughts and join the conversation in the commentsEnjoy additional articles per monthGet email updates from your favourite authorsSign In or Create an AccountorWe looked at nearly 9,000 comments left by patients on Google Maps reviews for 84 major hospitals, with each having at least 30 reviews. Like most tools that assess customer satisfaction, Google scores are imperfect, but they do provide some insight into patient experiences.By far the most common type of comment concerned wait times — with patients often noting they waited “eight hours” or “10 hours” or longer. One patient even said, “don’t bother coming to ER if you are conscious … gave up after a 14-hour wait. Easier and faster to book a plane to South America/Europe and get treated there.”Get the latest headlines, breaking news and columns.By signing up you consent to receive the above newsletter from Postmedia Network Inc.A welcome email is on its way. If you don't see it, please check your junk folder.The next issue of Top Stories will soon be in your inbox.We encountered an issue signing you up. Please try againSeven Oaks General Hospital in Winnipeg was the lowest-ranked hospital among the 84, earning less than two stars. One patient noted, “What a terrible place to go if you’re experiencing a medical emergency. I was so happy to be called after two hours, only to be put in a room for eight hours with no doctor checking on me … it needs to be shut down.” Another said, “they are just chit chatting and we have been waiting inside for more than 10 hours with horrible pain.”To be sure, not all the comments about this hospital or others across the country, were negative. For instance, one user said about Seven Oaks: “front information desk very helpful. Ultrasound department very kind and efficient.” The problem is not that patients never report positive experiences with the health system. It is that too often their experience is negative.British Columbia hospitals had the highest average scores among Canadian provinces, averaging slightly over three stars. Though that’s better than in other provinces, three out of five does leave considerable room for improvement, especially since Google doesn’t allow users to leave a zero-star rating.Mount Saint Joseph Hospital in Vancouver earned the highest score in the country — 4.25 stars, based on 122 reviews. A Catholic hospital more than a century old, it is now part of Providence Health Care, a non-profit provider. The hospital was kind enough to welcome our think-tank for a visit this past March to learn more about the secrets of their success.One important factor seems to be Mount Saint Joseph’s independent nature. It was founded, not because a government bureaucrat decided to recommend building a new hospital, but because nuns wanted to establish a facility to help the city’s disadvantaged Chinese community. During the AIDS crisis of the 1980s, this mission-driven organization again showed its dedication to helping patients, welcoming those with the virus while other facilities turned them away. Helping any and all patients is clearly part of the hospital’s DNA.We heard again and again from staff that they are trained to focus on what patients are saying: Do they want a bath today? What would help them feel better? And so on. This may sound like common sense, but many Google reviews from other hospitals describe frustration with staff not listening.Mount Saint Joseph staff also said that they in turn felt listened to by their managers, which makes them feel empowered to improve services. St. Paul’s, Mount Saint Joseph’s sister hospital, was also ranked high. Providence Health Care clearly is on to something when it comes to providing quality care.One solution to improving care in Canada would be for lower-performing hospitals to contact providers like Providence Health to learn more about what they’re doing right. Toronto’s Mount Sinai Hospital ­— the only other hospital in Canada with four stars or higher — is another facility worth examining.The data also suggest there are benefits when governments partner with third parties. The government still funds health care for patients, but it uses a non-profit provider to deliver treatment. That’s true of many hospitals across Canada, of course, but Mount Saint Joseph’s board is not appointed by the government — it’s appointed by the Providence Health Care Society. This is likely a factor in preserving its mission-driven nature and may help shape the attitudes of its staff and caregivers to create a clear impact for good on the patients it serves.What it is exactly that separates top-performing hospitals from others needs further investigation. But Google scores are yet another indicator that shows Canadian patients — and even medical staff — are overwhelmingly frustrated with the status quo.Colin Craig is president of think-tank SecondStreet.org, where Bacchus Barua is research director. Join the Conversation This website uses cookies to personalize your content (including ads), and allows us to analyze our traffic. Read more about cookies here. By continuing to use our site, you agree to our Terms of Use and Privacy Policy.