What We Do

BC Emergency Health Services works with patients, families and supporters to provide meaningful, compassionate care and the best possible experience.

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Get involved

Have you, a family member or a friend received care from BCEHS paramedics during an emergency?

Have you called 911 and spoken with a BCEHS emergency medical call-taker?

Have you been transported to or from a hospital or health care facility by BCEHS paramedics?

Your feedback helps us improve our services. Here are ways you can get involved:

 

Take a few minutes to thank a paramedic or dispatcher.

Medical emergencies can happen in an instant. Share your appreciation for a paramedic or dispatcher who made a difference in your life or the life of someone you care about.

 

If you have questions, concerns, compliments or feedback about the care you recevied, please contact the Patient Care Quality Office (PCQO).

Patients and families who have received BCEHS services can share feedback about the quality of care they received. This includes compliments, questions, comments and concerns.

The PCQO acts as a liaison between patients and health care providers during both the complaint and compliment processes.

The office reviews patient care quality concerns in an open and transparent way to support shared understanding and continuous improvement. Patient and public feedback helps us improve the quality and safety of our services.

The PCQO also welcomes positive feedback about the paramedics or emergency medical call-takers who helped you or your loved one. The office helps ensure your compliments reach the people you would like to recognize.

You can contact the PCQO by phone, email or in person.

Hours: Monday to Friday, 8:30 a.m. - 4:30 p.m. (closed on statutory holidays).

​Provincial Health Services Authority Patient Care Quality Office
Suite 202, 601 West Broadway
Vancouver, BC
V4Z 4C2

Phone: 1-888-875-3256 (toll-free)
Fax: 1-604-829-2631
Email:pcqo@phsa.ca

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Our work

Background and strategic alignment

One of BCEHS’s strategic goals is to continually improve the patient and provider experience by delivering high quality, patient-centred care.

By incorporating patient- and family-centred care into our work, BCEHS can improve patient outcomes and experiences and contribute to a stronger provincial health system.

Provincial Health Services Authority (PHSA) values

PHSA’s values support meaningful engagement with patients and families. These five values guide our people, leadership and culture.
  • Compassion: We show empathy, care and compassion to those we serve and to one another. We believe that simple acts of kindness matter.
  • Respect: We honour the value and dignity of all individuals. We treat others the way they wish to be treated.
  • Equity: We recognize the advantages and disadvantages experienced by patients, families, caregivers, staff and communities. We strive to create just, equitable health systems and structures that continuously provide fair outcomes.
  • Courage: We are fearless in doing the right thing. We support each other in respectfully saying and doing hard things, including truth-telling. We call out colonialist practices that must be replaced to build an effective health system.
  • Innovation: We strive for province-wide solutions by embracing partnerships and teamwork. We listen, share knowledge and welcome opportunities to learn and grow.

Patient- and family-centred care

BCEHS aims to improve the experiences of both patients and providers by:
  • Improving services based on patient feedback and what matters most to patients
  • Including diverse voices in planning and decision-making
  • Considering perspectives that might otherwise be missed
  • Directing resources to the services patients value most
Select the BCEHS Patient Voices Framework diagram below to view a larger version:



BCEHS is formally incorporating patient- and family-centred care through three key areas that align with Accreditation Canada’s approach:
  1. Gather patient experience data 
  2. Seek patient input on BCEHS programs, policies, procedures and decisions
  3. Engage patients as partners in their own care
Community involvement links & resources

Donations

The BC Emergency Health Services Foundation raises funds and awareness for programs, services and research that support front-line staff and help ensure communities have access to the emergency care they need.

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