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)

Code H is intended to supplement 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 or noticed any serious medical change that has not been addressed can initiate Code Help to receive the additional assistance from a nurse. The nurse will discuss the issue over the phone and will either proceed to the bedside to address the concern or connect the most appropriate health care personnel with the patient and family. Code H is available 24 hours a day, 7 days a week.

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

View poster here.

Family Presence Policy

Providence Health Care recognizes that families play an important role in the healing process and we partner with patients and residents in defining who should be present during their stay. This means that family is defined by patients and families. Families are welcome to be present at any time, whenever patients/residents wishes, in collaboration with their care providers.

Visiting guidelines for families

  • 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/resident) at all times.
  • Visiting may be restricted to protect the privacy and rights of other patients.
  • Refrain from using scented products as other patients/staff 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.

Most importantly, 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 home until you’re well again.

Guidelines can never replace the conversations you have between your family member, and your family member’s care provider. If you need more information – ask us 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 person and family centred care – which aligns with the core principle of respect and dignity. In Providence Health Care, we are guided by Professional Image Policy that includes 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 person and family centred care at Providence Health Care.

The advisory committee operates through a person and family centred lens to provide guidance, and expertise regarding person and family centred care at Providence Health Care. The committee aims to strengthen 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. This advisory committee has accomplished numerous goals and leads us towards person and family centred care organization.

If you are interested in joining the committee, please contact Person and Family Centred Care

Patient Health Education Materials (PHEM)

The Patient Health Education Materials committee is a group of health care professionals and patient/family partners that meets monthly to review health education materials that are seen and used by patients, residents and families at Providence Health Care. The committee creates documents for patients, residents and families while ensuring they are written in plain language.