At PHSA our goal is to provide the best possible experience for our patients and their families.
We believe that a positive experience is built through every caring interaction we have. Often, it’s the small things that make a big difference—listening carefully, checking in on how patients are doing, and taking the time to explain treatment options.
We are committed to improving the patient experience. We learn from and act on patient feedback in several ways:
- Conversations at the point of care: Asking patients and families, “What matters to you?”
- Patient and family engagement: Inviting patients and families to participate in planning and decision-making at the project, program, and system levels through focus groups, advisory committees, patient journey mapping, and more.
- Measuring patient experience & outcomes: Through surveys, PHSA works with all Health Authorities and the Ministry of Health to gather Patient-Reported Experience Measures (PREMs) and Patient-Reported Outcome Measures (PROMs).
- Patient Care Quality Office: Accepting feedback (compliments and complaints), resolving concerns, and identifying areas for improvement.
Your experience matters — and your voice can make a difference.
