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Patient survey results are in!

Thank you for sharing; we are listening!
For the past ten years we have been asking about your experiences at BC Women’s and for your ideas to help us improve our services.
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​Thank you to the 1450 patients who completed our recent Patient Experience Survey. All out-patients across BC Women’s Hospital + Health Centre in October 2016 were invited to fill in the survey.

Where we are doing well:
  • You said you were treated with courtesy and respect
  • You liked your communication with your care team:
    • They spent enough time with you
    • They understood your main health concerns
    • You were included in decision making about your care
    • You were able to ask questions
  • You felt supported by the care team
  • You have trust in the care team who look after you
Where we need to improve:
  • It is hard to get through to some clinics by phone
  • You want to be seen closer to your appointment time
  • It is hard to find your way around the hospital 
  • Parking is difficult
  • You want to better understand your health concerns
We have summarized the themes from the survey below, with the aim to include your suggestions for improvement into current and future plans to improve service.

Themes from the survey:

You told us: You are happy with how the health care team works and communicates with you. You felt respected and listened to. The care team spent enough time with you, and included you in decisions about your care. They understood your main health concerns and gave you opportunities to ask questions. 

What we are doing: We shared the survey results with all staff. We will continue to monitor the quality of services by speaking with patients and asking them for feedback by completing patient experience cards. Health care team members are committed to improving communication with patients. 

What you can do: Continue to provide feedback to us. Let your care team know how they can support you in your health and wellbeing. We want to partner with you as your health care plan is made, so come to the appointment with questions or suggestions in writing so you don’t forget to ask.
You told us: Some of you left BC Women’s still feeling that you did not have enough information about your concerns, diagnosis and/or condition. 

What we are doing: We shared your feedback with our care teams. We will continue to work with patients to find better ways of sharing information. We are also creating a health information webpage on our website.

What you can do: Continue to provide feedback. We also encourage you to ask questions to your care teams, and ask them where you can find additional information.
You told us:  We heard that sometimes you have difficulty getting through to us on the phone. Some of you said that your calls were not answered quickly; or that you wanted to speak to someone instead of leaving a message.

What we are doing: We are reviewing all of our phone lines, phone trees and voicemail messages to look for opportunities to make improvements. We are also asking our clerical staff to help us improve response time to phone messages. Our phone lines are often busy which is frustrating for you. We appreciate your patience.

What you can do: The phone lines are usually busiest first thing in the morning, especially at the beginning of the week. If you can wait until afternoon to phone you may get through faster. 
You told us:  Some of you said you had to wait when you arrived at BC Women’s or that you were not seen at your scheduled appointment time.

What we are doing: We understand that your time is valuable and waiting is frustrating. It is our goal to ensure scheduled clinics run on time, but sometimes unplanned events do occur. We are looking for ways to reduce wait-time.  

What you can do: Sometimes clinics run behind because patients come to their appointment late. Please allow yourself plenty of time to get to your appointment – this includes time to park and find where your appointment is scheduled. 
You told us:  Some of you had a hard time finding your way to the clinic. 

What we are doing: BC Women’s Hospital + Health Centre is large and spread out. We set up an information desk at the entrance of the Women’s Health Centre (#77) last year after receiving patient feedback. We are also working to improve our signage. When you book an appointment, staff will give you directions to find the clinic you are going to and also direct you to the BC Women’s Hospital website for more information.

What you can do: Look up our map before your appointment. Please feel free to stop and ask any of our staff or volunteers for directions. Give yourself plenty of time to get to your appointment.
You told us: Some of you had difficulty finding a parking spot at BC Women’s. Parking is expensive. 

What we are doing: There is a shortage of parking at BC Women’s currently because a large number of parking stalls were lost with the construction of the new hospital onsite. We shared your concerns with Parking Services. We let our patients know at the time of appointment booking that parking is limited, and that they may need extra time to find a park stall, purchase a ticket, and get to their appointment. Staff are asked not to park at BC Women’s or come to work by bicycles or transit. There is a shuttle from the Sky Train (King Edward Station) to BC Women’s (check the website as hours are limited).

What you can do: If you are driving, come early to your appointment to allow time to find parking.  

Alternative parking is available at the Honoria/Conway lot (Advanced Parking) at $8.25/day. 

Consider other ways to get to BC Women’s: ask a friend or relative to drop you off, take a bus or Sky Train, walk or ride your bike. Take a look through information on public transportation to the hospital for alternate ways to get here.
To speak to someone about your experiences, you can contact the PHSA Patient Care Quality Office or post a compliment on our Messages of Thanks Page

Thank you again for your feedback!
BC Women's Hospital + Health Centre; Patient feedback
SOURCE: Patient survey results are in! ( )
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