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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. 

PHSA is committed to improving the patient experience. PHSA partners with all Health Authorities and the Ministry of Health to measure Patient-Reported Experience Measures (PREMs), and Patient-Reported Outcome Measures (PROMs). 

The Patients as Partners program and the Patients Voices Network engagement summaries are available on the govTogetherBC website

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

In the spring and summer of 2017, PHSA engaged patients, families, staff, and physicians across British Columbia to listen and learn. 

The public report summarizes the themes we heard from participants throughout these engagement sessions. 

Thank you to those who took part in these engagement sessions! 

Patient and Family Engagement contacts and resources across PHSA:



Jennifer Edgecombe (she/her) - Manager, Provincial Programs, Supportive Care, Patient and Family Experience



Tiffany Barker - Director, Quality, Safety & Accreditation 


  • The goal of the Professionals for the Ethical Engagement of Peers (PEEP) Consultation and Advisory Board is to inform and enhance peer engagement with best practice recommendations so that service providers BC-wide can work with peers in their communities to better meet local needs. This board builds on existing peer relationships and explores new ways for more meaningful, ongoing dialogue with service providers and community partners. 
  • Knowledge Translation Engagement Network (KTEN):
    The purpose of the BC Knowledge Translation User Engagement Network is to connect the BC Centre for Disease Control (BCCDC) with Health Authority partners and provide a forum for discussion and knowledge sharing. The goal is to leverage existing community engagement initiatives, experience, and expertise to inform strategies to support knowledge translation products that are developed for the public by the BCCDC and health system partners, or produced in collaboration with health system partners.
  • Sexual Health Advisory Group (SHAG):
    Starting in 2022, the SHAG will advise and provide input to the BCCDC Sexually Transmitted Infections (STI) Services program to help guide the development and improvement of resources, tools, and delivery of virtual and clinical services. The SHAG membership will include people from across British Columbia who access or want to improve STI & sexual health services. The goal is to represent the diverse needs, perspectives, and priorities of people in BC.
For further information on the above-mentioned initiatives, or to get involved, please reach out to Shaila Jiwa - Interim Director, Quality, Safety & Accreditation, BCCDC


Katie Mai - Director, Patient Experience and Community Engagement

Chris Lamoureux - Leader, Patient Experience and Community Engagement

Sandy Tedjasubrata - Advisor, Patient Experience and Community Engagement

Babak Bohlouli – Leader, Patient Experience Measurement

Laura Accili – Admin Assistant, Patient Experience and Community Engagement

By promoting collaborative and empowering relationships between patients, families, and healthcare professionals, BC Mental Health and Substance Use Services (BCMHSUS) strives to deliver high-quality, person-centered care, where patients and families receive the support they need.

The Patient Experience and Community Engagement Department at BCMHSUS work with staff, patients, and families to advance excellence in the patient and family experience and build services around the priorities, needs, and goals of the people we serve.

For more information on how we engage patients and families at BC Mental Health and Substance Use Services, please email: 

Below are some of the key resources that were produced in partnership with patients and families:


Helen Chiu - Quality Lead, Patient-Centred Performance Improvement 


Patient experience: Patient experience is assessed using the Patient Assessment of Chronic Illness Care (PACIC) survey in 2009, 2012, and 2016. The latest survey results led to the development and implementation of an action-oriented provincial strategy to improve patient goal-setting in kidney care, in collaboration with frontline kidney health professionals, patient partners, and the Kidney Foundation—BC & Yukon Branch. More about the strategy and tools:

For more information: 



How do patients feel about having virtual appointments? 

A recent survey shows patients who use Zoom to connect with their health care providers give it high praise.


Why survey patients?

In 2020, the COVID-19 pandemic forced health systems globally to re-evaluate how care is delivered. Virtual health went from being optional to becoming an essential mechanism for safely delivering health care to B.C. citizens.


Virtual health solutions have enabled clinicians to continue to provide high-quality care by having video calls or telephone calls, using clinical digital messaging, or remote patient monitoring.


To find out how clinicians and patients felt about using Zoom for Healthcare for their virtual health visits, the Office of Virtual Health at PHSA, along with regional health authorities and health organizations, released a survey in November 2020.


Read the highlights of the survey responses in this article


We welcome your feedback about our services. If you have a compliment or complaint, please contact our Patient Care Quality Office (PCQO).

SOURCE: Patient Experience ( )
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