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Member, Communities Stakeholder Working Group; Clinical Response Model

Posted • Last updated


Commitment: Long-term

Connection method: Virtual

Open to Provincial Region

Last updated

Volunteer Opportunity

BC Emergency Health Services is forming a working group to review and evaluate its Clinical Response Model and would like to invite patient partners 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.

Patient Partners are 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 patient partners across the province who:
• Have some familiarity accessing Emergency Health Services, i.e., have called 911 since the Spring of 2018, which is when the Clinical Response Model was implemented
• Have previous working group experience
• 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: 2
• Date and Time:
– Weekly working group meetings to be scheduled starting March 2023, that will be up to 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 patient partners
– Required readings: meeting minutes before every steering committee meeting
• Location: Online meetings via MS Teams
• Commitment: Up to 6 months with the 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 upcoming conversations and the post-meetings will be a form of debriefing and checking in.

Lead Organization or Department

Cassy Mitchell Engagement Leader, Patient and Public Engagement 250.279.0717

From Our Community

Derek Koch

Spiritual Health Practitioner and Patient- and Family-Centred Care Lead — Kelowna General Hospital

Derek Koch

The bottom line is because we’re caring for patients. People who know best are those who are receiving the care so it makes logical sense that we would consult with them about their experiences. By connecting with PVN we have been able to educate our teams about the value of patient partners and how important their perspective is in our services.