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Because your voice matters.

Patient Advisor, Improving Emergency Department Patient Experience Working Group – Surrey Memorial Hospital

Posted • Last updated


Commitment: Long-term

Connection methods: Virtual, In-person

Open to Fraser Valley & Lower Mainland

Last updated

Volunteer Opportunity
The Surrey Memorial Hospital team believe that improving the patient and family experience in the Emergency Department (ED) can only be achieved through working with and learning from patients. They are seeking one-two patient partners to join a working group as they hope to make the ED visit the best it can be despite the difficult circumstances surrounding a visit.


Lead Organization/Department
Fraser Health – Surrey Memorial Hospital

To improve the patient and family experience in the emergency department.
Patient partners will, depending on the focus, consult and participate in the work (e.g., reviewing information for patients, identifying patient and family priorities).

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.

Open to volunteers from across Fraser Health who:
• Are interested in improving the care experience of the ED.
• Have experience with hospital EDs as a patient, family or caregiver.
• Are comfortable sharing their experience and are excited to work as part of a team.

If you have a strong interest in this work but have not yet completed a PVN orientation and Patient Partner Commitment, are unsure if your experience is a good fit, please contact Jami Brown directly.

There will be an informal conversation about the opportunity. The goal is to find the best fit for all involved.

• Number of vacancies: 1-2
• Date/Time: First meeting based on the person’s availability. Weekly meetings on Thursdays, usually at 1PM.
• Commitment: Flexible to accommodate ability to participate, to a maximum of one year.
• Location: at Surrey Memorial Hospital or via Zoom.

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 Jami Brown- to see if support options are available. We are always seeking to better understand and reduce barriers to participation.

One of Fraser Health’s key strategic focus areas is to support a compassionate patient experience.

For many patients, their experience begins in the Emergency Department (ED). To support a compassionate patient experience in the Surrey Memorial Hospital ED, a group of key staff has been brought together to identify and make improvements that will enhance the patient and family centred approach within the department. Using a quality improvement process, the group will identify goals, gather information (data or metrics), and talk about change (improvement) ideas. Change ideas will then be tested and, if the data shows improvement and goals are being met, they will become a part of the daily routine in the department. Examples of the discussions include brainstorming ideas for improvement, identifying the needs of patients and their families, and evaluating improvements made.

Engagement Leader Contact Information

Jami Brown | BA, MAPC (she/her/hers) Engagement Leader BC Patient Safety & Quality Council 604.510.0449

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.