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Patient Experience

Patient Experience is a BC Children's Hospital office that strives to offer supportive, meaningful partnerships between patients, families and their supporters, and care and service teams to enable the best experience possible.
Get involved

Our advisories and networks enable patients and families to participate in varied roles including sitting on committees, and weighing in on policy design or language, cross campus quality improvements, or the look and feel of documents. 

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:

  • Comment cards: Digital, site-wide comment cards provide us with helpful feedback. 
  • Advisory committees: We invite patient and family partners to join a variety of advisory committees across our campus and partner with care teams to improve and grow patient-centered care and services 
  • Contact us: Provide feedback through the Patient Experience office by emailing patientexperience@cw.bc.ca or calling us toll free at 1-844-874-3267.
What we do

 

The Volunteer Resources department provides volunteer support for BC Children's Hospital and BC Women's Hospital + 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.


Contact

Tel: 604-875-2143

Email: volunteer@cw.bc.ca


 

BC Children's and BC Women's Hospitals benefit from engagement advisors who are responsible for developing, sustaining and evaluating partnership opportunities between patients, families, providers, and staff.


Engagement advisors work in partnership with hospital 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.


C+W Patient & Family Engagement Advisor:
Sophie Reinhart: Sophie.Reinhart@cw.bc.ca


Child, Youth & Reproductive Mental Health Engagement Advisor:
Aidan Scott: Aidan.Scott@cw.bc.ca


BCW Mental Health and Substance Use Patient & Family Advisor: 
Trish Cauchon: Trish.Cauchon@cw.bc.ca

BCW Mental Health and Substance Use Peer Engagement Leader:
Melissa Dreyer: Melissa.Dreyer1@cw.bc.ca 

NICU Family Engagement Advisor:
Tom Wiebe: Tom.Wiebe@cw.bc.ca 

NICU Indigenous Family Engagement Advisors: 
Karly Stewart: Karly.Stewart@cw.bc.ca
Sheri Fleming: Sheri.Fleming@cw.bc.ca


NICU Family Advisors group contact:
NICU family advisors: nicufamilyadvisors@cw.bc.ca


Patient & Family Engagement Advisor, BC Children's Health Bridge:
Linda Warner: Linda.Warner@cw.bc.ca


Patient & Family Engagement Advisor, Nursing Support Services:

Bobbi Taylor: Bobbi.Taylor@cw.bc.ca 


Patient/Parent Advocate, Oncology:
Suzanne Dunbar: SDunbar@cw.bc.ca


Sunny Hill Health Centre for Children Patient & Family Engagement Advisor:
Cynthia Vallance: Cynthia.Vallance@cw.bc.ca


Sunny Hill Health Centre for Children Indigenous Patient & Family Engagement Advisor:
Mandy Smith: Mandy.Smith@cw.bc.ca


Slocan Site Redevelopment Project Patient & Family Engagement Advisor:
Lee Johnston: Lee.Johnston@phsa.ca


 
 

Coordinated through the Pet Therapy Program (Volunteer Resources and Child Life), approved volunteer handlers and their pets provide emotional support, comfort and healing to patients, families, caregivers and staff. For additional program information, contact Pet Therapy: pettherapy@cw.bc.ca.


A therapeutic clown is a professional entertainer who has been trained in the specifics of working in a hospital setting. The clowning team is fully briefed by the child life specialists before engaging with patients and families on inpatient units, also connecting with patients and families in outpatient and lobby areas as appropriate.

 

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


Information including what we can and cannot accept is outlined on our non-monetary donation postcard (PDF).


Our wish list (PDF) can be found online here.


Our year-round wish list (PDF) for our shop-at-no-cost centre can also be found online here.


Please reach out to us at patientexperience@cw.bc.ca for information on how to donate. Thank you!


 

All staff, programs, departments and organizations requesting an opportunity to facilitate events, tours, or site visits on the Children's and Women's campus must complete an access request form (Word).


For more information, please review the access request guidelines (PDF).

 

As a non-licensed, volunteer-supported environment, the Sibling Support Centre supports children or youth ages three and older. One volunteer plays with up to four children at a time. All children visiting the centre must be toilet-trained and able to feed themselves.


Resources

Your Voice Matters Feedback Poster

Scan the QR code on the feedback poster on your mobile phone camera to complete our virtual comment card.

Patient & Family Guide

The Patient & Family Guide is a resource to help patients and families plan for a hospital stay or help navigate while in care or accessing services on campus.

Patient & Family Engagement Framework

Patient & Family Engagement Framework

Financial 

CKNW Kid's Fund
David Foster Foundation 
Kidney Foundation 
Easter Seals 
War Amps 
Angel Flight 
Variety - The Children's Charity 

Travel Assistance

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

Angel Flight 
Health Connections 
Hope Air
TAP - Travel Assistance Program 

Government Information

BC Emergency Health Services
BC Government Directory
Employment Insurance 
Ministry of Social Development and Poverty Reduction 
BC Pharmacare
Jordan's Principle

Patient Engagement In Research (PEIR) Plan

PEIR-Plan-Guide

Other

Patient Information – Indigenous Self Identification Process 
The Beryl Institute - Improving the Patient Experience
Children's Hospitals' Solutions for Patient Safety
Child Life - Coping with blood work
The LibGuide provides access to Vancouver Public Library resources for inpatients.

 

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SOURCE: Patient Experience ( )
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