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Reviewer, Communication of Decision to Transition to Pre-Authorized Residential Payments

Posted • Last updated


Open to Interior Region, Patient partners from the Interior region

Last updated

Interior Health is transitioning to collect residential payments through pre-authorized payment. Currently, many residents pay through pre-authorized payment, but others pay in person at their residential facility. We would like your written feedback on a draft letter of communication regarding the change. We would also like to hear if there are any special considerations we may not have addressed.

Open to: Patient partners from the Interior region

Lead Organization or Department

Interior Health Authority, Financial Services


A decision has been made to transition residential payments to pre-authorized payments for the following reasons:
  • There is often a lag between the time when payments are received at a site and when they are applied to the resident's account which results in inaccurate statements being mailed to residents that may not reflect the most recent payments received.
  • The payment receipt process at the sites is performed by staff whose time could be better utilized within the site.
  • This change will also reduce manual data entry within the Accounts Receivable department
  • This change would reduce the risk of theft or loss of resident's payments or personal information.
We want to maximize participation in this initiative while ensuring that the individual needs of residents are considered. If a resident is unable to participate in pre-authorized payment, our intention is to provide them an alternative method of payment. The purpose of this engagement is to gather written feedback on a draft letter of communication to residential patients/families regarding the payment process transition. Please review the attached draft and respond to the feedback questions in the RSVP link.

Level of Engagement

This opportunity is at the level of consult on the spectrum of engagement. The promise to you is that the health care partner will listen to and acknowledge your ideas and concerns, and provide feedback on how your input affected the decision.


Experience with residents in care facilities.


Number of vacancies: 20+ Please download and review the client letter and proposed pre-authorized payment form found at this link. The RSVP Survey will include feedback questions on the letter and form. Your responses will be shared with the health care partner and you will receive a summary of suggestions and any changes that result from this engagement via email.


Responses will be submitted via the RSVP form, therefore, no expenses are expected to occur.

Engagement Leader Contact Information

Jacquelyne Foidart
Engagement Leader, Patient and Public Engagement | Thompson Cariboo Kootenays

From Our Community

Jeanette Foreman

Northwest Quality Improvement Lead, Quality and Innovation, Northern Health

Jeanette Forman

PVN has really helped us engage with patient partners to improve health services at Northern Health.  It is more and more becoming the norm to include patients in the design, delivery and evaluation of health services.  PVN education and supports, involving patient partners, have enabled us to develop the capacity to include the patient voice to make care better and achieve better health outcomes.