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Patient Experience

Patient Experience is a BC Women’s Hospital + Health Centre 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
  • Email Us: Provide online feedback through the Patient Experience office by emailing

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.

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 may 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 Women'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 by email at

‎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 Women's Hospital & Health Centre 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

NICU Family Engagement Advisors: 
Sara Walker
604-875-2000 ext. 8627

Maria Abrams
604-875-2000 ext. 8626

Tom Wiebe 
604-875-2000 ext. 8626

Michelle Peltier
604-875-2000 ext. 8626 

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


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 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.


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

Patient & Family Engagement Framework
Patient & Family Engagement Framework


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
Jordan's Principle 

Patient Engagement In Research (PEIR) Plan



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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SOURCE: Patient Experience ( )
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