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


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 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 our 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

NICU Family Engagement Advisors: 
Tom Wiebe 
604-875-2000 ext. 1011

Michelle Peltier
604-875-2000 ext. 8627

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



‎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.

Patient Experience coordinates and handles all non-monetary donations for BC Women's Hospital + Health Centre.


In light of these global health circumstances, C+W Non-Monetary Donations Program is welcoming Personal Protective Donations (PPE):


  • Personal Protective Equipment (PPE): If you are offering to sell or donate medical supply items in response to the COVID-19 pandemic, please visit the following portal: 
    https://bccovid19supplyhub.force.com/s/
    Here you will be asked to complete an intake form. This site has been established in partnership with the Government of BC to centralize all COVID-19 pandemic supply opportunities.

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 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.

The C+W Sibling Support Centre 
We are currently under development and working towards opening our doors safely for siblings of patients within BC Children's Hospital and BC Women's Hospital + Health Centre.

 

Please come back and check for updates on Centre's opening.


Current Update
With Provincial mandates and policies in place for COVID-19, we are being thoughtful and thorough in our planning for our pilot period.  

 

Check out our Centre!

The space was co-designed with the help of patients, families, colleagues and stakeholders. From the fun and functional furniture design, to the abundance of natural light, the space is ready for children to enjoy.

 

Sib Ctr photo.jpg

 

Online Booking System

We are currently working to create an online booking system to help families’ book sibling respite time online. We will also provide a 1-800 number to offer families an alternative to be able to book a space.

 

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

 

Staft pic rs.pngCoordinator,

Sibling Support Centre:

We are delighted to welcome Rhiannon Satherley, to the C+W Patient Experience team as of January 2021, as our Coordinator for the Sibling~ Support Centre.

Rhiannon comes to us from the Mental Health Programs where she was the Coordinator, Projects and Executive Administration 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.

 

 

 

We are also excited to be welcoming Carla Samra, 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.

 

Carla joins us from the HEMBC Provincial Disaster Psychosocial Program team, including the Disaster Psychosocial Services (DPS) Volunteer Network. She has worked in the community social services sector with a variety of agencies. Her work has included helping women and their children fleeing abuse in shelter and outreach programs, providing pre-employment life skills services, being a partner in mental healthcare and recovery in community homes, and supporting community education initiatives.


Throughout her career, Carla has been a dedicated supporter and advocate of individuals and families facing multiple barriers and is honoured to have witnessed their strength, resiliency and recovery. She is proud to be a member of the team at the Sibling Support Centre, and to help provide such an important family service.

 

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 Carla Samra.

og. chart.PNG


 

 

Onboarding and Orientation for Volunteers  Approximately 150 Volunteers will be onboarded 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 is working 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 been making the rounds for feedback with patients, families, partners and stakeholders and they will help us to decide on the final imaging.

 


 

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 for CW Staff

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.

The link below will redirect you to the BCCH webpage which includes 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.

View Child Care Postings here

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

Patient Engagement Quadrants

Quadrants of Engagement.png

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