Patient and Family Centred Care in Action at PHC

Here are just some of the ways we’re creating a culture of patient and family centred care at Providence Health Care.

Introducing the COVID-19 Patient Stories Project!

The Patient Stories Project (PSP) allows patients, families, and caregivers to share their COVID-19 health-care journeys back with the healthcare teams that cared for them. When patients share their story, they are able to reflect on their experiences while also inspiring staff and providing a reminder of the impact staff have on a patient’s healthcare journey. We also hope that by sharing these patient stories we can better understand patient experiences and continue to learn from this pandemic.

Each patient, family or caregiver that has dealt with the impact of hospitalization from COVID-19 are asked the following questions:

  • How did you feel when you found out you had COVID-19?
  • What happened when you were sick with COVID-19?
  • What has helped you or inspired you during this time?
  • What is life like for you after having COVID-19?
  • What do you want people to learn from your story?

Patient stories are then shared with the health-care teams that cared for them in the form of a small poster. Jaclyn has allowed us to share her story as an example of a completed poster.

If you are interested in participating, please share your story here. If you would rather speak to someone or have questions about this project, please contact Hannah Tighe at

COVID-19 Patient Stories Project Links:

PHC COVID-19 Patient Stories Invitation.

Read published research on the Patient Stories Project

The confidentiality and privacy of our patients is of the utmost importance to us. For more information please review the information found here:


Code H (Help)

Initiated in March 2013, Code H is a patient and family activated safety net that supplements the existing care structure on inpatient medicine and surgical units at St. Paul’s Hospital. Patients and families who have concerns about their plan of care can initiate a Code Help to receive the additional assistance of a trained Clinical Resource Nurse (CRN). Once a Code Help has been activated, the CRN discusses the issue over the phone and then proceeds to the bedside to address the concern with the patient, family, and clinical staff. The CRN is available 24 hours a day, 7 days a week. 

Code H is intended to supplement existing care structures, and patients and families are urged to speak with their care teams first regarding any questions they may have about the plan of care or if they have noticed a serious medical change that has not been addressed.

Currently, Code Help is available on medicine units 7AB, 7CD and 8A, and surgical units 9CD and 10AB at St. Paul's Hospital.

View poster here.

Family Presence Policy

Family presence at Providence Health Care means partnering with patients and residents to define who should be present during their stay. This means that family, as defined by the patient, are welcomed to be present whenever the patient wishes, in collaboration with their care provider.

Visiting guidelines for families

Providence Health Care recognizes that families play an important role in the healing process. Families are welcome to be present at any time, whenever your loved one feels ready to see you while in care. We ask that families please follow a few safety guidelines during your stay:

  • Sick people need rest. You can visit often, but please respect your loved ones wishes for privacy and  rest.
  • Children under 14 must be supervised by an adult (someone other than the patient or resident) at all times.
  • Visiting may be restricted to protect the privacy and rights of other patients.
  • Your visit may be interrupted by staff to provide patient care
  • If you feel unwell, have an infection, flu-like or respiratory symptoms, or any sort of communicable disease, or have recently been in contact with anyone with these symptoms, we encourage you to stay at home until you’re well again.
  • Refrain from using scented products if you are visiting your family member staff and patients may have severe allergies to scented products.
  • We may not have the space to accommodate a large number of family members, but we’ll try our best.

Guidelines can never replace the conversations you have between your family member, and your family member’s care provider. If you need more information - just ask so we can help create the best care experience overall.

Nametags and Uniforms

Ensuring that our patients, residents and their families know who is caring for them is an integral piece of patient and family centred care – specifically, the core concept of dignity and respect. In September 2013, Providence Health Care rolled out an updated Professional Image Policy that included the provision of nametags and uniforms to better identify staff.


Care Experience Strategic Direction Advisory Committee

The Care Experience Strategic Direction Advisory Committee is a group of dedicated patients, family members and staff, that work together to guide patient- and family-centred care at Providence Health Care.

The advisory committee operates through a patient and family centred lens to provide guidance, expertise and input regarding patient and family centred care at Providence Health Care. The committee aims to champion partnerships between patients, residents, family, staff and health care providers.

The group meets every six weeks and is co-chaired by a Patient and Family Partner and the Director of Professional Practice and Nursing. To date the advisory committee has accomplished numerous goals that direct person and family centred care at PHC including advising the Family Presence Policy and the new uniforms and nametags.

If you are interested in joining the committee, please contact Kate McNamee.

Patient Health Education Materials (PHEM)

The Patient Health Education Materials committee reviews all materials that are seen and used by patients, residents and families at Providence Health Care.

The committee consists of patient and family members working with health care providers to create readable and useable documents for patients, residents and families. So far, the committee has approved over 350 documents that are distributed by PHC health care providers to patients and families on a daily basis.

Bedside Shift Report