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Patient Experience

BC Children’s Hospital is a place where quality of patient and family experiences is important. We strive to offer supportive, meaningful care and services in partnership with patients and their supporters
so they may have the best experience possible.
Get involved

Patients, Families and Supporters’ Voices Matters

There are several ways to become involved:
Join a Committee: Patient and Family Advisory Councils provide input to improve patient care and enhance the
experience of both and their families
Focus Groups: Patients, families and supporters may be invited to attend virtual or in person focus group 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 on
line, in person, by telephone, or email 

Other Methods of Patient and Family Feedback

Your Voice Matters: Bi-weekly forums where people 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
helpful feedback.
Partners in Safety: Please report any safety concerns to your provider. For assistance, speak to an employee
with an ID badge.
“I know you care about me when...” Posters: Using the “I know you care about me when...” posters and sticky notes, tell us what made your care special. Poster boards are located across our hospital.
Patient Experience Surveys: Patient experience surveys occur throughout the year and your participation is welcome.
Patient and Family Networks: Participate in one of our committees and ensure your voice is heard.
Patient Quality Care Office (PCQO): If you have a concern or question about care quality, please contact
PCQO at 1-888-875-3256 or email pcqo@phsa.ca.
Email us: Provide online feedback through the patient experience office at any time at our 
patientexperience@ cw.bc.ca. We are here to hear you!


Youth Advisory Committee

Youth between 12 and18 years, 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.
Patients, families and supporters are active partners across BC Children’s Hospital. Roles range from volunteers, feedback contributors, evaluators, research
participants, committee members, advisory groups, and so much more.
Want to get involved?



What we do


We provide volunteer support for BC Children’s Hospital, and Sunny Hill Health Centre for Children. Our department
is responsible for the recruitment, selection, and assignment of volunteers for a variety of patient and service-based areas within these facilities.

Our vision is to improve the health of children, youth and women by working with partners, including community
partners like volunteers, to ensure access to the best health care in the best setting. At each of the facilities, volunteers contribute greatly to the hospital experience of families.
For More Information
Call Sunny Hill at 604-453-8331 or

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 dayto-day work, as well as, resourcessuch 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 at rebecca.slaven@cw.bc.ca.

Francophone services provide French-speaking British Columbians a direct access point to health and wellness-
related services and resources.
We can help to answer questions about Medical Services Plan (MSP) and Pharmacare. Check out our online catalogue of French health and wellness related resources. We also provide interpretation and translation services, and partner with community h speaking British
Columbians a direct access point to health and wellness-related services and resources. We can help to answer
questions about Medical Services Plan (MSP) and Pharmacare. 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.
Francophone Services strive to facilitate access to health services and information for French speaking British
Columbians across the province.

For More Information:
Contact Cinthia Page at 604-875-3923 or toll free 1-800-663-7100 or email at Cinthia.Page@cw.bc.ca.
In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority
improved patient experience is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously partner with patients and their supporters, providers and staff on quality and safety is inherent in all we do.
BCCH benefits from patient navigators, advisors, liaisons and advisors who are responsible for developing, sustaining and evaluating partnership opportunities between patients & families and providers & staff and stakeholders.
These positions work in partnership with agency leadership, program leads and stakeholders to plan and implement strategies to ensure active patient and their supporter engagement including participation in service planning, delivery and evaluation. These roles develop partnership strategies, mentor stakeholders, build capacity around partnerships and coordinate existing and new feedback systems on services, support and other planning activities; and support health care professionals
in practicing appropriate and effective interpersonal approaches with patients/families.
For More Information:
Contact our Family Advisor Fiona Randerson at 604 875-2345 ext: 5391 or email Fiona.Randerson@cw.bc.ca
 

Resources & Links

Upopolis

Upopolis is an online platform that uses technology and knowledge to support children and youth in medical care, and the health care professionals who serve them. By doing so, it helps reduce stress, isolation and loneliness and promotes connections with family, friends and communities.

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 in Excellence (link) for stories about what patient and family engagement.

To share your stories of Patient and Family Engagement, contact Cinthia Pagé, Patient Experience, at Cinthia.Page@cw.bc.ca.


Health Information Management

A one-stop shop designed to help patients, researchers, and institutions learn how to access health records and to provide clinical documentation resources for physicians and clinicians.


The British Columbia Patient-Centred Care Framework

Financial

CKNW Orphan’s Fund http://www.cknw.com/
Kidney Foundation http://www.kidney.ca/
Variety Club The Children’s Charity http://www.variety.bc.ca/

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 -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”.

 

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