Quality Care

The people of Providence work every day to provide the best quality of care.

Overview

Quality care is best achieved when you become partners in care with us. Check out our performance on specific quality care measures and review how we monitor and improve the quality of care in our health care facilities.

Visit our Report Card page.

Emergency Department/Mental Health and Addictions 
External Review  

In 2012 Vancouver Coastal Health and Providence Health Care initiated an independent, external review of emergency department, mental health and addiction services. The review examined how to provide care for people with mental health and substance misuse concerns and offered 22 recommendations to improve care.

VCH and PHC fully accepted the findings and established a team to address the review’s recommendations. This team included senior leaders from VCH, PHC, Vancouver Community Corrections, Vancouver Police Department, Ministry of Health as well as patient, family and public representatives.

How have we improved care?

Here are some of the highlights of what we have accomplished together:

  • Opened a 24/7 Acute Behavioural Stabilization Unit to provide specialized care for patients with complex mental health and substance use needs.
     
  • Launched an Assertive Outreach Team to support the transition of complex patients after discharge from the hospital.
     
  • Added two new Assertive Community Treatment teams to help people in the community with complex mental health and substance use needs.
     
  • Developed a standard psychiatric assessment tool for use in all emergency departments.
     
  • Created an online training module related to the Mental Health Act to provide ongoing education for clinicians.
     
  • Launched a second Inner City Youth Team to improve the coordination of services for youth aged 16-24.
     
  • Improved the access and flow into the Burnaby Center for Mental Health and Addictions.
     
  • Created an information sharing Memorandum of Understanding between the VPD and VCH/PHC.
     
  • Developed a new Family Involvement Policy.
     

Final report - October 2014
Read the final report in full.

Progress report – April 2013
Read the full progress report or take a look at the task group summaries below.

Task group summaries
Our first progress report outlines the work of four task groups:

Multi-sectoral communciation task group
Strengthening collaboration, integration and coordination of services between agencies.

Inter-sectoral communication task group
Improving the management, confidentiality and sharing of patient information.

Resources and services task group
Strengthening alignment of our services with patient needs and volume.

Model of care task group
Standardizing mental health patient care in the emergency departments.

External Reviewers Final Report – August 2012
 

Patient Satisfaction Surveys

2011/2012 Acute Care Patient Experience Survey
The acute care inpatient experience survey is a snap shot of hospital care in British Columbia. Health authorities, Providence Health Care and the Ministry of Health Services use the survey results to assist them in providing quality patient care and to identify areas for improvement.

2008 Acute Care Patient Experience Survey
The acute care patient experience survey is a snapshot of hospital care in British Columbia. Health authorities, Providence Health Care and the Ministry of Health Services use the survey results to assist them in providing quality patient care and to identify areas for improvement.

2011 Mental Health and Substance Use Short-Stay Inpatient Experiences Survey

2008 B.C. Emergency Department Patient Experience Survey

Infection Prevention And Control

Our Infection Prevention and Control team conducts surveillance for health care associated infections.

IPAC’s Annual Report for 2016/17 has just been posted!

Antimicrobial Stewardship Program (ASP)

The Providence Health Care (PHC) Antimicrobial Stewardship Program (ASP) was created in April 2013, with a mission to ensure our patients and residents receive timely, effective and safe antimicrobial therapy.

The PHC ASP Annual Report highlights the activities of our program, and the significant achievements the ASP has made in achieving its goal of improving health outcomes and reducing antimicrobial resistance.

Accreditation

Providence Health Care will be participating in the Accreditation Canada onsite survey from November 2013.

Accreditation is an internationally recognized process that health care organizations use to demonstrate, evaluate and improve the quality and safety of everyday care and services provided to patients and residents. The accreditation process operates on a three-year cycle, culminating in the six-day onsite survey in each of our acute and residential care sites.

Housekeeping Audits

Westech Systems FM Inc., an independent third-party auditor, conducts province-wide audits of housekeeping in BC hospitals and residential care facilities.

We always welcome feedback about your care.
 

Standards of Conduct Policy

The purpose of this policy is to establish minimum standards of conduct for all staff of Providence Health Care (PHC).