Participant, Patient Care Quality Review Board Service Experience Survey Development

The Patient Care Quality Review Board is developing a client satisfaction survey that will be distributed to people who have gone through the review board process. We are looking to connect with patient partners from across the province who can share their experiences with the review board program and collaborate on the development of the survey!

Open to: Patient partners across the province

Lead Organization or Department

Ministry of Health, Patient Care Quality Review Board (PCQRB)

Aim

We are developing a client satisfaction survey to gather feedback from former complainants to help improve our services at the review board level. We are looking to get input from patient partners who have been through our program to inform what questions should be asked on the survey and to develop the questions in collaboration with them.

Level of Engagement

This opportunity is at the level of involve on the spectrum of engagement. The promise to you is that the health care partner will involve patients in planning and design phases to ensure ideas or concerns are considered and reflected in alternatives and recommendations.

Eligibility

• Have begun or completed a PCQRB review
• Comfortable giving feedback on the draft of a survey by telephone, email or in-person with staff (one-on-one) and discussing their experiences with our program

Please note: The placement process for this opportunity may include an informal interview between the volunteer and the health care partner. Applicants must have previously attended a PVN orientation session and completed the Volunteer Agreement. If you have not attended an orientation session but you are interested in this opportunity, please contact Ashley Clark directly to see if accommodations may be possible.

Logistics

Number of vacancies: 10 Date, Time, Location: Flexible scheduling between now and April 30. These meetings will take place in Victoria, or via teleconference or email Commitment: One time commitment. Up to a one hour interview with roughly half an hour of prep time

Reimbursement

Pre-approved transportation to attend meetings will be reimbursed if travelling locally.

Background

The Ministry of Health's Patient Care Quality Review Board (PCQRB) is responsible for reviewing patient care complaints that have already been investigated and responded to by the health authorities' Patient Care Quality Offices. We at the PCQRB recognize the sensitivity of the cases brought to us by patients or their families whose concerns were not resolved by a health authority investigation, and we want to ensure that our review process meets the needs of everyone who requests our services. For this reason, we are looking to distribute a complainant experience survey to people who have been through our review process so that we can learn what worked for them and where we can improve. The results of the survey will guide changes to how we communicate with our complainants, what kind of information we offer on our website, and how we advocate for potential quality improvements  to the health authorities and the Ministry of Health. As a first step, we are looking to work with patient partners who have accessed the PCQRB program to finalize a draft of this survey. We know that patient partners who have begun or completed a PCQRB review are in the best position to help us ask the right questions. The outcome of our discussions with patient partners will inform this client satisfaction survey to be more widely distributed to former clients. No personal information will be permanently collected or released. Patient partners will receive a draft version of our proposed survey prior to meeting so that they can offer their thoughts and suggestions during the discussion.

Health Care Partner Contact Information

Ashley Clark
Engagement Leader, Patient & Public Engagement | Vancouver Island
250.812.8908
aclark@bcpsqc.ca