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Measuring Patient Experience

Patient experience can be measured at both the point-of-care and the systems level.

We use the term “Patient Reported Experience Measures” (PREMs) to describe our efforts to learn about the patient’s experience with care. PREMs tell us about accessibility, acceptability, satisfaction and other elements of care. 

Patient-experience measures complement other information about quality of care, such as health-outcomes data and patient-reported outcomes. 

At BC Cancer we collect PREMs through a variety of methods.

Comment cards

Comment cards are collected at all regional cancer centres.

Surveys

  • The “Ambulatory Oncology Patient Satisfaction Survey” (AOPSS), undertaken in BC in 2005/6 and 2012/13 
  • The “Experience of Cancer Patients in Transition Study”, a cross-Canada survey, was led by the Canadian Partnership Against Cancer in 2016
  • Outpatient cancer care survey

Program surveys

  • Screening Mammography Program Customer Satisfaction Survey
  • Patient Satisfaction Survey: Radiation Therapy 
  • Patient Satisfaction Survey: Chemotherapy, Immunotherapy and/or Hormone Therapy 
  • Patient Experience Survey: Surgical Oncology (includes brachytherapy and perioperative care) 
  • Survivorship Nurse Practitioner Satisfaction Survey

Patient Care Quality Office 

Patient concerns are important to us. We document and address all complaints. 

If you have a concern or complaint, please speak with the person who provided the service or to the manager of the area. Complaints are best addressed and resolved at the time and place they occur. 

You may also complete a written comment card and deposit it in the collection boxes located throughout the Centres.

If your complaint remains unresolved after discussing the issue
with the service area, you may wish to contact the PHSA Patient
Care Quality Office (PCQO) directly.

SOURCE: Measuring Patient Experience ( )
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