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Patient Experience

At PHSA we aim to provide the best possible experience for our patients.

A positive patient experience comes as a result of all the caring interactions we have with our patients. Often it’s the small things – listening well, asking patients how they are doing and taking the time to make sure they understand treatment options – that enhance the patient experience. 

We know that our ability to ensure the best patient experience depends on the contributions of each and every employee. Employees are more likely to provide a positive patient experience when they are engaged in what they do and feel positive coming to work.  Employees who are engaged with their work not only enjoy it more, they are more productive, stay with the organization longer, and improve quality and safety – leading to better outcomes for patients. 

Our focus on improving the experiences of both patients and employees builds on the Ministry of Health’s Setting Priorities for the B.C. Health System. This is the provincial vision for delivering health care focused on the needs of patients. 

Patient Experience & Workplace Culture Councils

Our Patient Experience and Workplace Culture councils are the key bodies for evolving the experience and culture of care at PHSA.  The Patient Experience Council supports an improved patient experience by fostering positive interactions among patients, employees and physicians – and, most importantly, by listening to patients themselves. The Workplace Culture Council supports the creation of a workplace culture that places joy and meaning at the heart of the organization. The 45 council members include patient representatives and a cross-section of PHSA employees and physicians from diverse professional and personal backgrounds. The councils held a joint kick-off meeting in February 2016 and meet monthly. 

We are listening: PHSA’s province-wide patient and family engagement process

In the spring and summer of 2017, PHSA, with input from our Patient Experience Council, engaged patients, families, staff and physicians across British Columbia to help develop a Patient, Family and Community Inclusion Policy and accompanying toolkit (how-to-guide).

We are excited to announce the release of our public report, which summarizes the themes of what we heard from participants throughout these engagement sessions. 

Thank you to those who took part in these engagement sessions – your input and stories have been invaluable to this project. We recognize that reaching out to patients, families and our workforce is not a one-time activity. We will continue to connect and communicate openly and honestly with those we serve to make sure the policy and toolkit are meaningful and appropriate.


We welcome your feedback about our services. If you have a compliment or complaint, please let us know.

SOURCE: Patient Experience ( )
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