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Patient Experience

Quality of patient and family experience is essential in all we do at BC Children's Hospital. We strive to offer supportive, meaningful care and services in partnership with patients, families and their supporters to provide the best experience possible.
Get Involved

‎‎There are different ways to become involved:

  • Patients as Partners: Patients, families and their supporters are invited to join our network by becoming an e-advisor. E-advisors provide valuable feedback on a number of different projects such as policies, surveys, and general initiatives. 
  • Focus Groups: Patients, families, and supporters may be invited to attend virtual or in-person focus groups to test, consider or try out new systems or technology.
  • Surveys or questionnaires: Throughout the year surveys and questionnaires about patient care or experience are available for completion. Surveys may be completed online, in person, by telephone, or email.

Other Methods of Patient and Family Feedback

  • Your Voice Matters:  Patients and families are welcomed to drop in to share feedback and express views with hospital leaders and executives.
  • Comment Cards: Located throughout our inpatient and outpatient clinic areas, comment cards provide us with helpful feedback.
  • Patient Quality Care Office (PCQO): If you have a concern or question about care quality, please contact PCQO at 1-888-875-3256 or by emailing
  • Email Us: Provide online feedback through the Patient Experience office by emailing

‎Youth Advisory Committee

Youth between 12 and 18, share your ideas about how to improve the youth experience.

Kelty Mental Health Youth Ambassador Program

Our youth ambassadors promote mental health and well-being amongst their friends, families, peers and communities.

Youth ambassadors have the opportunity to share ideas and connect with other like-minded youth throughout the year, and to get involved promoting mental health and well-being. Visit the Kelty Mental Health website for more information.

What We Do

The Volunteer Resources department provides volunteer support for BC Children's Hospital, Sunny Hill Health Centre for Children, and BC Women's Hospital and Health Centre. The department is responsible for the recruitment, selection and assignment of volunteers for a variety of patient and service based areas within our facilities.

Our vision is to improve the health of children, youth and women. Our dedicated and vibrant volunteers are highly motivated, highly appreciated, and they are our most valuable resources.

Tel: 604-453-8331
Fax: 604-875-3448 

What is health literacy?

Health literacy is your ability to find and use health information and services. Understanding health information helps you make safer and better quality health care decisions.

Why does health literacy matter?

People who are health literate have fewer emergency room visits, hospitalizations or worsening health status. Health literacy also depends on healthcare providers communicating clearly and ensuring that information is understood.

How is BC Children’s committed to health literacy?

We aim to make all information and resources accessible and easy to understand. We also recognize there are diverse cultural values that deserve attention and respect.

Healthcare providers are the medical experts and we support them in integrating health literacy into their day to day work, as well as, resources such as pamphlets and instructional videos.

How can I be involved?

As a patient, family member, caregiver, or supporter, you know best whether the health information you’re receiving is clear! If we can make health information easier to understand or find, let us know.

For More Information:
Contact our Health Literacy Information Specialist Rebecca Slaven at 604-453-8335 or you can email

Services Francophones

Les Services Francophones offrent aux personnes de Colombie-Britannique parlant français un point d’accès direct aux services et aux ressources sur le bien-être et la santé dans la province. Accédez au catalogue des ressources accessibles en ligne.

Nous offrons également des services d’interprétation et de traduction et nous travaillons également avec des organismes communautaires et les autorités de santé pour mieux vous servir dans votre langue.

Pour plus d’information contactez Amelie Deche au 604-875-3923 ou au numéro sans frais 1-800-663-7100 – ou bien par courriel à l’adresse

Pour des informations sur votre couverture santé Medical Service Plan (MSP) et sur Pharmacare, appelez directement le 604-683-7151 pour Vancouver ou le 1-800-663-7100 hors Vancouver, puis choisissez l’option 5 pour obtenir votre service en Français.

Francophone services provide French-speaking British Columbians a direct access point to health and wellness-related services and resources. Check out our online catalogue of French health and wellness related resources. 

We also provide interpretation and translation services, and partner with community organizations and health authorities to serve you better, in your language.

For more information contact Amelie Deche at 604-875-3923 or toll-free 1-800-663-7100 or email

For all questions related to your Medical Services Plan (MSP) and Pharmacare, dial directly 604-683-7151 for Vancouver or 1-800-663-7100 for BC outside of Vancouver, then choose option 5 for service in French. 
To continuously improve patient experience is a priority and responsibility shared by everyone at PHSA. We strive to continuously partner with patients, families, supporters, providers and staff on quality and safety, which is inherent in all we do.

BC Children's Hospital benefits from Patient Advisors, who are responsible for developing, sustaining and evaluating partnership opportunities between patients, families, providers, and staff.

Patient Advisors work in partnership with agency staff to plan and implement strategies to ensure active patient engagement. These roles develop and build capacity around partnership strategies, and coordinate existing and new feedback systems on services, support and other planning activities. They also support health care professionals in practicing appropriate and effective interpersonal approaches with patients and families.

For more information, contact our Patient & Family Engagement Advisor, Katie Plain at 604 875-2345 ext. 3519 or

Child Life promotes coping through various interventions to help children, youth and families with stressful events. Providing play and other normal activities can help with this coping process. Child life programs endeavour to meet each family’s unique emotional and social needs. 

Patient Experience coordinates and handles all non-monetary donations for BC Children's Hospital.

For any questions or requests regarding Non-Monetary Donations, please contact Patient Experience by email or phone 1-844-874-3267, we are pleased to assist!


Profiles of Excellence

Patient and family-centered care is at the heart of what we do, every day. To do it well, we engage patients and families in every step of their care.

It starts with having meaningful conversations with our patients and families and engaging them in decisions that
matter to them.

Patients and families work in collaboration with our teams to plan and co-design services and to influence programs
and services in real time, as they are created.

Check out our Profiles of Excellence (PDF) for stories about patient and family engagement.

To share your stories of Patient and Family Engagement, email us at

Patient & Family Engagement Framework


Travel Assistance

These programs offer transportation support for families travelling from out-of-town to their medical appointments and for hospital stays.

  • Health Connections - Each health authority has a unique travel assistance program for residents of their region who need to travel within the province for out of town for medical care.
  • Hope Air - Arranges free flights to get financially-disadvantaged Canadians to the healthcare they need.
  • TAP (Travel Assistance Program) - Helps alleviate some of the transportation costs for eligible BC residents who must travel within the province for out-of-town for medical care. Ask your family doctor or your medical team for a form.
  • Other travel help

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