In British Columbia, measurement of patient experiences and patient outcomes is a provincial strategic objective, giving the people who use our healthcare services in BC a voice in evaluating the quality and safety of their care and our progress towards providing care that is patient-centred.

With an aim to enhance public accountability and to support the continuous improvement of patient experiences and outcomes, the BC Patient Centred Measurement Steering Committee has coordinated province-wide surveys across sectors, including Inpatient Acute Care, Emergency Department Care, Cancer Care, Mental Health and Substance Use Care, and Long-Term Residential Care since 2003. Our current additional focus on understanding patient experiences when their providers and/or locations of care change, has been prompted by the results of our survey work in BC since 2003.

BC’s provincially coordinated, scientifically rigorous measurement strategy, spearheaded by the BC Patient-Centred Measurement Steering Committee, builds on 19 years of engagement with patients, families, clinicians, leaders, policy makers, researchers, and community stakeholder groups all working together to continuously improve patient-centred measurement in BC.  This includes survey selection and development, data collection (quantitative and qualitative), reporting and action based on feedback from BC’s patients and families.

The British Columbia Office of Patient-Centred Measurement is a provincial resource located on the unceded traditional homelands of the Musqueam, Squamish and Tsleil-Waututh Nations. With this acknowledgment, we thank those Indigenous people who continue to live on and care for these lands and those with whom our team has the privilege to work in partnership with in the beautiful province of British Columbia.

What We Do

The focus of the BC Patient Centred Measurement Steering Committee is on the selection or design of surveys, the collection of information or data, the analysis and interpretation of information or data, the reporting of results, the dissemination of results, and the facilitation of action planning using the results for clinical practice support, quality improvement and evaluation, accountability, and research.

Survey

Surveys

For each survey, we define the methodology, which takes into account the needs of the population being surveyed, the survey project scope, and financial constraints. Each tool or suite of tools that we select and/or develop ensures that the elements of the care experience that are most important to our patients and families are captured and that the strategic directions of our healthcare organizations are reflected.

Data-Collection

Data Collection

We often partner with a vendor for distribution of our surveys and data collection. This partnership is established through the province’s Shared Services Organization via a formal Request For Proposal process and all vendors are subject to strict privacy and confidentiality expectations in accordance with BC’s Freedom of Information and Protection of Privacy Act; privacy impact assessments are conducted for every survey project and reviewed by the provincial Health Information, Privacy and Security Operations Council (HIPSOC). All surveys are voluntary and a promise of confidentiality is made to all patients who choose to respond.

Data-Analysis

Data Analysis

Our in-house team works closely with our vendor partners to collate the survey results and analyze the data (e.g., case mix adjustment, weighting for disproportional sampling) for the different audiences.

Reporting

Reporting

From comprehensive technical reports to one-page storyboards, our reports summarize the quantitative and qualitative data for different purposes and audiences. For example, qualitative feedback in the form of patient narrative comments are transcribed, masked to omit any personal identifier and made available through a searchable database. Comments are coded and provide useful “stories” to illustrate the numerical results of our surveys or can be further analyzed to discover deeper themes to inform improvement efforts.

Share-Results

Sharing Results

We are committed to publicly reporting the results to all our surveys. We create a communication strategy to ensure that the reports and results are shared in an appropriate manner suitable for each of our stakeholders.

Action

Results into Action

Our surveys and results are used to inform and affect change at the local, regional, and provincial levels. At the local level, our surveys can be used to measure the impact of a chance as part of a quality improvement project. At the provincial level, we are able to do additional analysis to link the patient experiences and outcomes to other data to gain a fulsome picture of our health system is meeting the needs of British Columbians.

Our Partners

Membership of the BC Patient-Centred Measurement Steering Committee includes representation from the BC Ministry of Health, each of the 7 health authorities, the research/academic community, and patients/families. For each sector we survey, we also bring together a Consultation Group, whose membership is expanded to reflect the interests of the specific sector, including patients and relevant community stakeholder groups.

Co-Chairs

Lena_Cuthbertson

Lena Cuthbertson

Provincial Executive Director, BC Office of Patient-Centred Measurement Co-chair, BC Patient-Centred Measurement Steering Committee
Victoria Schuckel

Victoria Schuckel

Executive Director, Research and Innovation Branch, BC Ministry of Health Co-chair, BC Patient-Centred Measurement Steering Committee

Health Authority and Ministry of Health Representation

Serena Bertoli-Hayley

Serena Bertoli-Hayley

Vancouver Coastal Health Authority
Mark Carter

Mark Carter

Ministry of Health
Lisa Eurchuk

Lisa Eurchuk

Ministry of Health Project Administrator
Lexie Gordon

Lexie Gordon

Northern Health Authority
Kris Gustavson

Kris Gustavson

Provincial Health Services Authority
Naomi Jensen

Naomi Jensen

Interior Health Authority
Mandy Lindsay

Mandy Lindsay

Fraser Health Authority
Kristen Marren

Kristen Marren

Northern Health Authority
Mark Matthew

Mark Matthew

First Nations Health Authority
Megan Misovic

Megan Misovic

Evaluation Analyst, First Nations Health Authority
Katy Mukai

Katy Mukai

Vancouver Island Health Authority
Maureen Neuman

Maureen Neuman

Ministry of Health
Tiegan Daniels

Tiegan Daniels

Northern Health Authority
Lisa Maxfield

Lisa Maxfield

Interior Health Authority

Researcher Representation

Stirling Bryan

Stirling Bryan

UBC/BC SUPPORT Unit
Rick Sawatzky

Rick Sawatzky

Trinity Western University
Jason Sutherland

Jason Sutherland

UBC

OPCM Team

Jessica Kleissen

Jessica Kleissen

Project Manager
Setareh Nourani

Setareh Nourani

Project Coordinator
Meghan Muller

Meghan Muller

Project Employee
Benedito Chou

Benedito Chou

Senior Analyst
Pamela Woitschach

Pamela Woitschach

Post Doctoral Fellow
Lisa Corscadden

Lisa Corscadden

Post Doctoral Fellow
David Wood

David Wood

Cognitive Testing Interviewer
Seagun Laboucane

Seagun Laboucane

Cognitive Testing Interviewer
Gerald Regier

Gerald Regier

Privacy/Information Security Advisor

Patient Partners

Vikram Bubber

Vikram Bubber

Patient Partner
Bill Walters

Bill Walters

Patient Partner
David Wood

David Wood

Patient Partner