Skip to main content

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

Layton Engwer

Patient Partner, Sooke

Layton Engwer

PVN helped empower me to make meaningful contributions to Primary Care (PC) locally and provincially.  It also facilitated creation of PC Patient Voices which is focused on PC and provides education support and building on shared experiences.