Amara’s father, Varun, was in a private palliative care room at the Burnaby Hospital. Varun’s doctor advised Amara and her family that he had little time left and that they should spend as much quality time with Varun as they could. Six family members went to visit but were denied access by the charge nurse – only two family members were allowed to visit at a time due to ongoing restrictions relating to COVID-19.

Frustrated by the visitor limitation, Amara made a complaint to Fraser Health’s Patient Care Quality Office. While waiting for a response, Amara also contacted us as time was of the essence.

We reviewed the Fraser Health visitor guidelines during COVID-19, which stated that more than two visitors may be allowed in palliative and end-of life care. We also spoke to the Executive Director, Clinical Quality and Strategic Priorities at Fraser Health due to the urgency of Amara’s complaint. After consulting with Varun’s health care team, the Executive Director advised us that the decision was made to limit visitors because Varun’s death was not imminent, to protect the privacy of others in the palliative care unit, and to make sure nurses had the space to continue to care for him.

We were concerned with Fraser Health’s response and requested that all six family members be able to visit Varun that evening, in line with the published visitor guidelines and his doctor’s advice. Fraser Health agreed. Amara and her family members were allowed to spend time with Varun before he passed later that evening. The Executive Director expressed their regret on behalf of the health care team for the delay and stress its decision caused.