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Because your voice matters.

Improving Patients Waiting Room Experience



Open to Fraser – Vancouver Coastal


Would you like to improve your experiences in the emergency department waiting room?

An Urgent & Primary Centre (UPCC) is like a mini-emergency room in the community. Arriving at a UPCC for the first time may be confusing, we are trying to find creative ways to decrease stress for everyone involved. We have created a UPCC “patient journey map” which illustrates the entire care experience, in brochure style hand out.

The purpose of this document is to visually explain the process of waiting in the UPCC, let patients know what to except, why they are waiting, and help patients, families, and caregivers understand the care journey. This hand out will be available to anyone who is waiting, and can be reviewed and offered in multiple languages.

The development of the journey map is currently under way and we are hoping to have patients and families provide feedback on the draft product.

For more info, please contact Jane Chan:

From Our Community

Shana Ooms

Executive Director of Primary Care Strategy, Policy and Quality — BC Ministry of Health

Shana Ooms

Where those of us in the room may have debated policy or wording, patient voices made sure patients were top of mind. And as a result, significant improvements were made to simplify something that was otherwise complex. Patient voices at the table bring us back to reality in terms of what we are trying to achieve.