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Patient Experience

Patient Experience is a BC Children's and BC Women's Hospitals 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: Located throughout our inpatient and outpatient clinic areas, 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 Hospital benefits 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


Sunny Hill Health Centre for Children 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


Patient/Parent Advocate, Oncology:

Suzanne Dunbar: SDunbar@cw.bc.ca


Child, Youth & Reproductive Mental Health Engagement Advisor:

Aidan Scott: Aidan.Scott@cw.bc.ca


Slocan Site Redevelopment Project Patient & Family Engagement Advisor:

Lee Johnston: Lee.Johnston@phsa.ca


Patient & Family Engagement Advisor, BC Children's Knowledge Centre:

Linda Warner: Linda.Warner@cw.bc.ca

 
  • Coordinated through the CW Pet Therapy Program (CW 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 CW 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 Hospital.


See information including what we can and cannot accept (PDF) as well as our wish list (PDF).

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


For more information, please review the access request guidelines.‎

As a non-licensed, volunteer-supported environment, the 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 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 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 
Hope Air
TAP - Travel Assistance Program 
Other Travel Help 

Government Information

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

Patient Engagement In Research (PEIR) Plan

PEIR-Plan-Guide.pdf

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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