Back in the Fall of 2023, BCHS launched the Patient Experience Rounding Program, a volunteer-based initiative designed to strengthen partnerships between patients, families, and the hospital. The program began on the Stroke Unit at Brantford General Hospital and was intentionally co-designed with Patient and Family Advisors (PFAs) to ensure a compassionate, inclusive, and unbiased approach to gathering feedback during a patient’s hospital stay. 

What makes the BCHS model unique is who leads these conversations. Instead of clinical staff conducting rounds, the discussions are led by PFAs — individuals with lived experience as patients or family members in the health care system. Their role is simple but powerful: to listen. 

By bringing someone with a shared understanding of the patient experience directly to the bedside, the program creates a space where patients and families can speak openly about their care, ask questions, and share insights in real time. 

Today, the program is supported by a team of 11 PFAs and two volunteers who conduct structured bedside conversations with patients throughout their hospital stay. PFAs receive comprehensive training in communication, privacy and confidentiality, cultural safety, diversity and inclusion, trauma-informed care, and escalation processes through the BCHS Quality and Patient Experience department. 

Rather than relying solely on post-discharge surveys, PFAs capture feedback while patients are still in the hospital, allowing the organization to identify concerns early, respond quickly, and recognize what is working well. Feedback is anonymized and shared with leaders and care teams to support quality improvement, patient safety initiatives, and staff recognition. 

Across Paediatrics, Neonatal Intensive Care Unit (NICU), Stroke, Rehab, and Transitional Care, caregivers play a vital role as well. Patients appreciate when staff include family in discussions and planning, and PFAs noted that caregiver voices often enrich the feedback. 

But the most powerful impact of the program can be seen through the voices of patients themselves. 

During a hospital stay earlier this year, Darlene Jewer experienced the program firsthand. ​

“Being approached by someone outside of the clinical team — someone whose role was simply to listen — was both thoughtful and reassuring,” she shared. “In a hospital of this size, managing so many priorities, it meant a great deal to know someone took the time to ask how I was being treated and whether I had any concerns. Imagine that. That simple act made me feel seen, valued, and genuinely cared for.” 

Darlene described the conversation as respectful, unrushed, and sincere, allowing her to share her perspective not only on her care, but also on the positive changes she had noticed throughout the hospital. “I was able to share what I was seeing firsthand — the friendliness of staff, how efficiently departments were running, and the positive changes happening across the hospital.” 

“Knowing that my perspective could help improve the experience for others made me feel like my voice had purpose,” she said. “All voices matter, and this program proves that.” 

She also emphasized how important it is for patients to be able to share feedback while they are still receiving care. 

“When concerns can be heard and addressed promptly, it sends a clear message: you matter right now.” 

Another patient, David Young, also experienced the PFA rounding program during his stay on the Stroke Unit. 

“Speaking with someone who was not part of the clinical team felt different in the best possible way,” he said. “It was easier to talk openly. I felt that they truly understood my concerns and were there to help, not just collect information. They listened without judgment and made me feel comfortable sharing what I was going through.” 

David said the conversations helped provide reassurance during a difficult time. 

“The PFAs helped me understand that I was in the right place, getting the right care, and that I would be okay,” he shared. “That reassurance meant a great deal to me during a vulnerable time.” 

For David, one of the most meaningful aspects of the program was the sense of connection it created. 

“What stood out most was the feeling that I was not alone,” he said. “Their presence and compassion improved my overall stay and gave me confidence and peace of mind.” 

Since launching, the Patient Experience Rounding Program has also had measurable impacts across BCHS. By identifying concerns earlier and addressing them in the moment, the program has helped reduce complaints received by the Patient Experience Office while strengthening trust between patients, families, and care teams. 

Equally important, it highlights positive feedback and moments of exceptional care — reinforcing pride and morale among staff. 

At its core, the program reflects BCHS’s commitment to authentic patient partnership. 

By ensuring patients feel heard, valued, and supported while they are still in the hospital, the Patient Experience Rounding Program helps create a health care environment where compassion, collaboration, and continuous improvement thrive, one conversation at a time.