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Because your voice matters.

Indigenous Member, Communities Stakeholder Working Group; Clinical Response Model



Commitment: Long-term

Connection method: Virtual

Open to Provincial Region


Volunteer Opportunity
BC Emergency Health Services is forming a working group to review and evaluate its Clinical Response Model and would like to invite an Indigenous patient partner to join the group and provide their insights and experiences.


Lead Organization/Department
BC Emergency Health Services (BCEHS); Corporate Planning, Reporting and Evaluation

The Clinical Resource Model (CRM) was implemented in 2018 to ensure the right care, at the right time by the right provider and in the right location when responding to 911 calls.

In October of 2019, a process for quarterly review of the CRM was approved, however, this process was never undertaken due to the outbreak of COVID-19 and other events; staffing, and capacity limitations. Since the publication of the original CRM, there have been a number of clinical, operational, resource, and patient population changes that must now be taken into consideration.

An Indigenous patient partner is being invited to participate in working group meetings and provide ongoing feedback and insight into the patient experience. Over time we hope to build strong relationships and gain a better understanding of patient experiences when responding to 911 calls.

Level of Engagement
This opportunity is at the level of collaborate on the spectrum of engagement. The promise to you is that the health care partner will work together with you to formulate solutions and incorporate your advice and recommendations into the decisions to the maximum extent possible.

Open to Indigenous patient partners across the province who:
• Have some familiarity accessing Emergency Health Services, i.e., have called 911 since Spring of 2018, which is when the Clinical Response Model was implemented.
• Previous working group experience is an asset, but not required
• Are comfortable telling their story/ sharing experiences
• Are comfortable using MS Teams to attend online meetings

If you have a strong interest in this work but have not yet completed a PVN orientation and Patient Partner Commitments, are unsure if your experience is a good fit or feel another format of engagement would work better with your availability, please contact Cassy Mitchell.

• Number of vacancies: 1
• Date and Time:
– Weekly working group meetings to be scheduled starting April 2023, that will be 3 hours in duration (exact dates and times to be determined)
– An initial meet and greet will also take place with the health care partners and the patient partners
– Required readings: meeting minutes before every steering committee meeting
• Location: Online meetings via MS Teams
• Commitment: Up to 6 months (possibility of an extension)

No out of pocket expenses are anticipated for this engagement opportunity. However, if you meet the eligibility criteria, but have concerns about your ability to participate, please contact Cassy Mitchell to see if support options are available. We are always seeking to better understand and reduce barriers to participation.

This project aims to provide the most appropriate care for each patient in Metro/Urban, Rural, and Remote areas by accurately matching resources to the needs of the patient. It will ensure timely care for high-acuity patients and alternative care options for low-acuity patients. CRM will aim to relieve pressure on emergency departments and BCEHS by reducing transports to hospitals. Additionally, CRM aligns requests for First Responders and Fire Agencies to provide patients with the most appropriate care and utilize resources effectively.

Besides BCEHS members, other members on the steering committee are Union representatives, Fire Agency representatives, Health Authorities Liaison, OAG First Responder representative, senior statistician etc.

Current issues to be addressed by the working group include:
1. The CRM has not been evaluated since 2018
2. The clinical and operational context in which CRM operates has changed significantly since its inception
3. Neither Key Performance Indicators (KPIs) related to the CRM nor a quality review process exists
4. There is no continuous iteration reviewing the CRM
5. We currently do not have robust clinical quality markers
6. Inattentiveness to the system above creates risk to the system as well as patient and provider safety

To apply trauma & resiliency informed practice to our patient engagement, we acknowledge that reliving experiences of accessing emergency services can potentially cause distress and to mitigate that, we will set up pre- and post- meetings with the patient partners. The pre-meetings will inform and prepare for the conversations to come and the post-meetings will be a form of debriefing and checking in.

Health Care Partner Contact Information

Cassy Mitchell Engagement Leader, Patient and Public Engagement 250.279.0717

From Our Community

Laura Klein

Clinical Practice Consultant in Fraser Health

Laura Klein

Seeking the patient perspective doesn’t have to be complicated; it simply entails a commitment to ask and listen. Patient advisors not only bring a valuable perspective but also share original ideas and unique skills. Including the patient and family perspective changes the conversation and aligns the team’s focus towards common goals.