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Because your voice matters.

Member, Service Behaviours Working Group

Posted • Last updated


Open to Vancouver Island Region, Patient partners in the Greater Victoria area

Last updated

Island Health understands that patient and staff experience impacts patient outcomes! Patient partners are invited to join a team committed to enabling patient- and family-centred care and building a positive work environment through development of “service behaviours” that support staff to embody Island Health values and improve the overall patient and staff experience.

Open to: Patient partners in the Greater Victoria area

Lead Organization or Department

Quality, Safety and Experience Portfolio, Island Health


Service behaviours are concrete, observable behaviours, actions, or gestures that support a positive patient and staff experience. By March 2019, Island Health aims to improve the patient, family and staff experience by setting out clear expectations for consistent service behaviours and putting them into practice across the organization. Patient partners are invited to participate in working group meetings as active members of the group, defining, planning and implementing service behaviours.

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.


  • Interest in the relationship between communication, teamwork, positive experiences of care, and positive work environments;
  • Comfortable sharing experiences and constructive feedback in a group setting with senior leaders from across Island Health;
  • Live in the Greater Victoria area and able to attend in-person meetings at the Royal Jubilee Hospital;
  • If you have a strong interest in this work but have not yet completed a PVN orientation and Volunteer Agreement, are unsure if your experience is a good fit or feel another format of engagement would work better with your availability, please contact Leah Smith directly; and,
  • The selection process for this opportunity may include an informal interview between the volunteer and the health care partner.


  • Vacancies: 3. There is already one patient partner committed to participating in this group and more are welcome!
  • Meeting date: The next meeting date is October (date TBA)
  • Meeting frequency: This will be an ongoing series of meetings until March 2019 (18 months). Meeting frequency to be confirmed but you may wish to tentatively plan for monthly meetings.
  • Time: 9:00am – 12:00pm (note times are approximate and may be subject to change based on room availability; please be prepared that you may need to bring a morning snack to this meeting)
  • Location: In person at Royal Jubilee Hospital, Begbie Hall


Pre-approved out-of-pocket expenses such as mileage, parking and public transit will be reimbursed.


The working group is tasked with development of framework to support clear service behaviours in order to improve patient- and family-centred care, as well as enable improvements to the experience of staff.  What are Service Behaviours? Service behaviours are the concrete observable behaviours, actions, or gestures that all Island Health team members will be expected to demonstrate. Service Behaviours expressed at Island Health will:
  • Demonstrate patient-centred care and service excellence
  • Are consistent across all of Island Health (all roles, programs, sites, geographies, etc.)
  • Support Island Health Vision
  • Align to Island Health C.A.R.E. values:
    • COURAGE: to do the right thing - to change, innovate and grow.
    • ASPIRE: to the highest degree of quality and safety.
    • RESPECT: to value each individual and bring trust to every relationship.
    • EMPATHY: to give the kind of care we would want for our loved ones.
This work is still in the preliminary stages and initial input has been provided by Island Health’s Patient Advisory Council. Additional information, materials, and the draft Terms of Reference will be provided prior to participating as part of the orientation process.

Health Care Partner Contact Information

Leah Smith
Engagement Leader, Patient and Public Engagement | Southern Vancouver Island

From Our Community

Karla Warkotsch

Patient Experience Consultant – Interior Health

Karla Warkotsch

The question I like to ask health care employees is ‘Who is this for?’ and ‘Do we have the right people at the table?’ As a health care employee, I see how easy it is to fall into doing for, rather than doing with patients. The voices of the patient, family and caregiver are essential to ensure the patient is central to the direction and focus of the work being done.