Complaints are best addressed and resolved at the time and place they occur. If you have a complaint, please first speak with the person who provided the service or to the manager of the area.
If we have not met your expectations, we are committed to working with you to find a reasonable solution.
What if my complaint is not resolved?
Should your complaint remain unresolved after discussing the issue directly with the service area manager, we encourage you to contact our Patient Care Quality Office.
Complaints may be submitted to the Patient Care Quality Office (PCQO) in writing via regular mail, in writing via email, verbally over the telephone and in person. When submitting a complaint via any of the methods listed above, it is helpful to include appropriate background information so that the Patient Care Quality Officers may follow up promptly and effectively.
When you contact the PCQO,
please include the following information, whenever possible:
- Your full name. The name and birth date for the patient who received care.
- The location/facility where care was provided.
- The date(s) that the care was provided.
- Contact information for the complainant and/or the patient.
- Relevant information regarding ‘Representation Agreement’ or ‘Temporary Care Decision-Maker’ designations.
What can I expect if I complain to the Patient Care Quality Office?
You can expect your complaint to be dealt with promptly and fairly. The Patient Care Quality Office will:
- Formally register your complaint.
- Work with you to identify a reasonable resolution to your concern.
- Provide you with a response to your complaint and an explanation about any decisions and actions taken as a result of your complaint.
What if I am still not satisfied?
If you feel that the response from the Patient Care Quality Office has not addressed your concern about the health care you received, you may contact the Patient Care Quality Review Board for consideration of your concern.
The Patient Care Quality Review Board is independent of the health authority and made up of people who live in your region.
To learn more about the Patient Care Quality Review Board, visit the website or ask the Patient Care Quality Office.
To request a review of your complaint by a Board, please contact:
Patient Care Quality Review Board
Mail: Patient Care Quality Review Boards, PO Box 9643, Victoria BC, V8W 9P1
Phone: 1 866 952-2448
Fax: 250 952-2428