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Patient Experience

Patient Experience is a BC Children's Hospital office that strives to offer supportive, meaningful partnerships with patients, families and their supporters with care and service teams to enable to 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

          

 
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

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 Olson
604-875-2345 ext. 3519

Sunny Hill Health Centre for Children:
Cynthia Vallance
604-875-2000 ext. 458285

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

Child, Youth and Reproductive Mental Health Engagement Advisor:
Aidan Scott 604-837-1742

 

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. 


Information including what we can and cannot accept is outlined here.


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 wish list.

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.



Is the space now open?

Yes; At this time, we are working with a pilot schedule of 4 days a week (Tuesday-Friday) with three blocks of time
available during the day for children to be booked. 

The centre’s pilot scheduled available times are:
Blocks of Time for Pilot.PNG

Who the space is for:

We recognize that volunteers who will be supporting the space, will have limited capacity to assist families with
additional needs or support requirements. 

At this time, we require children to be:
  • 3 years of age and up, 
  • Toilet trained, 
  • Able to feed themselves
Our ratio of volunteers to children during our pilot period will be 1 volunteer for 4 children


What the space will offer to families:

The centre will provide a safe, short term (up to two hours) play and creative setting for siblings with age appropriate learning activities such as arts and crafts, board games, movies, video games and quiet spaces to read or rest. 

The centre will also provide a single-serve nutritional snack for children who may wish to have a healthy snack break during their stay.


Sib Ctr photo.jpg



 

How to book a space:

Families with children who must be on campus can book online themselves, call us to book a space, email us or drop-by the centre to see if a space is available. 

Please note that bookings are first come/first serve and cannot be reserved more than two months from the date of booking.

Please Note: Bookings will be limited to one visit per child, once a day only. This will allow other families on the waitlist, the opportunity to enjoy the space as well.

‎Online Booking Link to Jane.App:

https://siblingcentre.janeapp.com/


Sibling Support Centre Phone Lines:

604-875-3594
Toll Free: 1-855-875-3594

Sibling Support Centre Email:
siblingcentre@cw.bc.ca


Where is the centre’s location?

We are located on campus on the ground floor by the connector from BC Women’s Hospital to the Shaughnessy
building, close to the Cafeteria. 

The nearest entrance is Entrance 93, from Women’s Hospital.

Volunteer Navigators are stationed at all entranceways and can assist families in locating the centre.

Our Room number is: 1R.44.C (See wayfinding map below)
wayfinding.PNG


Sibling Support Centre Staff

The Centre will be managed and Volunteers supervised by two Coordinators; one full time Coordinator for the Sibling Centre and a 0.5 FTE Coordinator for Volunteer Resources. Each will play an important role in co-designing the operation and work flows for our Volunteers.‎

‎‎

Staff Introductions

Coordinator, Sibling Support Centre:


Rhi pic.JPG
We are delighted to welcome Rhiannon Satherley, to the C+W Patient Experience team as our Coordinator for the Sibling~ Support Centre.

 

Rhiannon comes to us from the Mental Health Programs where she was the Coordinator for the Healthy Minds Centre for the last 5 years. With an interest in staff and patient engagement initiatives, she has been involved in organizing campus wide appreciation events, Mental Health Day activities and heading social groups within the Healthy Minds Centre.


With over 20 years of working on the C+W campus, Rhiannon works to frame her interactions with a trauma informed lens and continuously reflects on being open to others and their cultural experiences. Rhiannon is passionate about supporting siblings and their families through the Centre and looks forward to collaborating with community partners.


Coordinator, Volunteer Resources:


Deanna Pic.JPG

We are also excited to be welcoming Deanna Viscardi, as Coordinator, Volunteer Resources. She will work to support Volunteer Resources across C&W and provide support and continued co-design with the Sibling Support Centre Coordinator and stakeholders.


Deanna comes to us from the Healthy Minds Centre, where she was the Administrative Coordinator for the Compass Program. Deanna’s interest is in providing appropriate and timely Mental Health services and resources to children and youth who deserve the best care possible, regardless of where they live. Her work has included helping families to support children and youth with mental disabilities and developmental disorders, by providing connections through workshops, life skill services, outreach and supporting community education initiatives. 

Deanna has also worked as a volunteer coordinator, and in her role has helped organize and train volunteers, as well as coordinated resources for organizational, community and outreach events. She has collaborated with local communities to gather volunteers to sponsor and facilitate events and fundraising initiatives. She is proud to be a member of the volunteer resource team at the Sibling Support Centre, and to help provide such an important family service with the support of volunteers. 

Organizational Structure for C+W Sibling Support Centre

The Centre will report into Inter-Campus Operations, which is overseen by Laurence Bayzand, Interim Executive Director for B.C. Children’s & Women’s Hospitals + Health Centres.


Mary MacKillop, Director of Patient Experience, will oversee the Centre’s two dedicated staff, along with management support from Pat Gillis, Manager, Volunteer Resources to Deanna Viscardi.


Org chart.JPG


 

Onboarding and Orientation for Volunteers  

Approximately 150 Volunteers will be on boarded to create a playful and creative setting, to help reduce the fear and anxiety siblings may experience regarding their family’s hospital stay and to alleviate wait time stressors on families/siblings.

Mural Design

The Centre has worked with a local art program, Earth Foundation Conservation Society, to create a welcoming art installation at the entrance of the Centre. You can visit Earth Foundation’s website to learn more about their commitment to working with communities to promote environmental conservation and community beautification through creative, educational programs for youth.


https://www.earthfoundation.ca/

 

Mural design samples have made the rounds for feedback with patients, families, partners and stakeholders and they have heped us to decide on the final imaging.

Mural 10.jpg

Resources

Your Voice Matters Feedback Poster

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

COVID-19 Patients & Families Tip Sheet

We appreciate patients and families might have questions around what things may look like during this phase of COVID-19 so we have created this Tip Sheet to assist in preparing for your visit.

Child Care Support

BC Children’s Hospital & BC Women’s Hospital (C+W) is responding to the emerging need for physicians and other staff who may require additional support, such as access to child care, to be able to come to work. Some existing child care may be closed or suspended leaving Physicians and C+W staff without short term care.

Below is a listing of paid child care opportunities available to C+W Volunteers, to assist physicians and staff who require additional support. Should you wish to pursue such opportunities, please contact the requester directly.

Last updated: Monday June 1 @ 9:00 AM

There are currently no active child care postings. Postings will be updated as requests are recieved. 

Patient & Family Guide

This 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 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.

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.

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 
Hope Air 
TAP - Travel Assistance Program 
Other Travel Help 

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
Child Life - Coping with blood work

Patient Engagement Quadrants

Quadrants of Engagement.png

 

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SOURCE: Patient Experience ( )
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