Care Experience

At Providence, we believe that taking care to the next level requires patient and family partnership.

We subscribe to a set of four core concepts to ground the decisions we make, guide the changes we implement and inspire what’s possible in patient and family partnerships. We engage with patients and residents, are transparent with their families and loved ones, and partner with patients/residents/families in policy and program development, implementation and evaluation. We see a care team not being fully complete until everyone – staff, medical staff, patients, residents and their loved ones – is part of it.

Care Experience Fast Facts

  • Providence’s Care Experience Strategic direction launched in 2012
  • 20+ patient and family centred initiatives have been rolled out in the last 4 years
  • 300+ Patient and Family Partners are now integrated into over 80 committees and working groups
  • Patient and Family Partners were part of developing a specific question set, and now sit on the interview panel for many clinical positions

Shift reporting coming to a bedside near you

Bedside shift reporting invites patients and their families to be part of the care team’s handover process from one shift to the next.

Previously done behind closed doors, bedside shift reporting (BSR) opens the door for patients and families to ask questions, seek clarity and receive insight from the care team. Early feedback indicates that being included in BSR increases patient satisfaction and enhances the level of confidence that patients have in their care team.

Ebony Lees and Sabrina Benzinger, registered nurses in St. Paul’s  Cardiac Surgery Intensive Care Unit (CSICU), perform their shift report at a patient’s bedside.

Sharing Our Medicine

Our journey to cultural safety and patient centred care includes meaningful engagement of First Nations, Inuit and Métis communities.

Wanting to check in on the services we offer at PHC and, more importantly, how they are experienced, the PHC Aboriginal Health Team and members of the Professional Practice Office worked together to organize a safe space to listen to aboriginal patients and families we serve.  

On March 6, 2017, this collaborative group hosted members of the First Nations, Inuit and Métis community who have been patients or family members of patients at St. Paul’s for an evening of sharing their lived experiences of receiving care at PHC. The feast, called “Sharing Our Medicine,” included 36 participants from diverse communities from across Canada, with the youngest being seven and the oldest, 86.

The evening was full of emotions and deeply moving experiences, personal narratives and suggestions from participants to help provide steps for moving forward

Including the participants’ clear support for the work of the PHC Aboriginal Health Team and motivated to work to make PHC a more culturally safe place.

Patient and Family Advisory Committee: Eating Disorders

Our patient and family partners elevate the work we do by providing a much-needed voice and necessary perspective.

Founded in 2013, the Patient and Family Advisory Committee for St. Paul’s Eating Disorders Program has evolved into more than simply improving the program experience at St. Paul’s. Members are lending their knowledge and experience to several provincial, national and international organizations, including the BC Ministry of Health Consultation Day for Eating Disorders, the Eating Disorders Association of Canada Conferences, and the Institute for Patient and Family Centered Care (IPFCC) conference, keeping the dialogue about eating disorders top of mind, and ensuring it’s a conversation everyone is willing to have.


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