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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

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

These engagement opportunities are always options and participants can be engaged when they wish or not, depending on time or interest.

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.

Become a Patient & Family E-advisor

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 pcqo@phsa.ca.
  • Email Us: Provide online feedback through the Patient Experience office by emailing patientexperience@cw.bc.ca. 

‎Youth Advisory Committee

The BC Children's Hospital Youth Advisory Committee (YAC) is a group of diverse, energetic youth aged 12-23 who meet monthly to work on projects to support youth-friendly, patient-centred care.

The YAC creates opportunities for youth leadership at BC Children's as members build awareness of the needs of young people among faculty and staff, and strengthen connections between youth and their care providers.  

The YAC operates under the leadership of the Division Adolescent Health and Medicine, and is managed by Sabrina Gill, Nurse Clinician, supported by Dr. Curren Warf, Division Head.  For more information and to attend a meeting, contact Sabrina.  

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

Patient Experience Roadmap 2018-2021
BC Children's and BC Women's Hospitals
roadmap pic.PNG

After extensive collaboration with stakeholders, engagement with patients and families and consultation with staff and providers, the C&W Patient Experience Steering Committee has co-designed the Patient Experience Roadmap.

The collation of all feedback has identified 3 Themes of Work, and to move this critical work forward, three Theme Teams have emerged.

 
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.

Contact
Tel: 604-875-2143

 

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 Pamela Harrison at 604-875-2345 ext. 5391 or you can email pamela.harrison@cw.bc.ca

 
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.

C&W Patient & Family Engagement Advisor: 
Katie Plain 604 875-2345 ext. 3519

Sunny Hill Health Centre for Children:
Leslie Louie 604-453-8300 ext. 8233

Patient/Parent Advocate, Oncology:
Suzanne Dunbar 604-875-2345 ext. 6477
 

 

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.


Non-Monetary Donations Program

Non-Monetary Donations Postcard 


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


If you would like a list of toys, games and other items the hospital needs in their play areas and units, please see our wishlist

 

All staff, programs, departments and external organizations requesting an opportunity to faciliate media events, tours, site visits or access to space requests on the C+W campus must complete this form. 


The submission process form will offer more details. Please call C+W Patient Experience at 1-844-874-3267 or email for any assistance with submission or questions relating to this process.


Resources

Patient Experience Roadmap 2018-2021
BC Children's and BC Women's Hospitals 

After extensive collaboration with stakeholders, engagement with patients and families and consultation with staff and providers, the C&W Patient Experience Steering Committee has co-designed the Patient Experience Roadmap.

BC Children's + BC Women's Hospitals Patient & Family Guide

To assist and support patients and families prior to, and during their visit, a guest services guide has been created.

Coming soon...preview here!

Profiles in 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 in Excellence for stories about patient and family engagement. 

To share your stories of Patient and Family Engagement, email us at patientexperience@cw.bc.ca

Patient & Family Engagement Framework
Patient & Family Engagement Framework

Financial 

CKNW Orphan's Fund
David Foster Foundation 
Kidney Foundation 
Lions Society 
War Amps 
Angel Flight 
Variety Club 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.

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 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 medical care.  Ask your family doctor or your medical team for a form.

Other Travel Help -The TAP has partnered with a number of different transportation companies who provide reduced rates for travel to and from medical appointments. Look for the list of "transportation partners".

Government Information

BC Ambulance Service  
BC Government Director
Employment Insurance 
Ministry of Social Development and Innovation
Pharmacare 
Jordan's Principle

Patient Engagement In Research (PEIR) Plan

PEIR-Plan-Guide.pdf

Other

The Beryl Institute - Improving the Patient Experience
Be part of the safety team for your child

Patient Engagement Quadrants

Quadrants of Engagement.png

 

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