Complaints
If you have a 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.*
If your complaint remains unresolved after discussing the issue with the service area, you may wish to contact the Patient Care Quality Office (PCQO) directly. Complaints can be made by phone, in person, or in writing by email, fax or letter.
If you choose to do so, we look forward to hearing from you. We do ask that you take a moment and review the following information about how we will address your concerns.
*If you received care from a paramedic or emergency medical call taker, please contact PCQO directly so your concerns can be forwarded to the appropriate staff or manager within BC Emergency Health Services (BCEHS).
PCQO handles complaints in an open and transparent manner, and liaises between patients and health-care providers during the complaint process. Complaints will not compromise your access or service. // PCQO handles complaints in an open and transparent manner, and liaises between patients and health-care providers during the complaint process. Complaints will not compromise your access or service.
- Our goal is to acknowledge your complaint within two business days
- If you’re bringing forward a concern on behalf of a loved one, we’ll work with you to get the proper consent.
- Discuss with you the options for resolving your concern, which depending on the circumstances and your preferences may include:
- Meeting with the program leaders to discuss and resolve your concern;
- Sharing your concerns as feedback for internal learning and improvement;
- Proceeding with a PCQO review and response
- If you are proceeding with a PCQO review and response, we will
- Work with clinical and operational leaders to review the applicable medical records and policies and procedures
- Assess if any opportunities for improvement exist, in partnership with clinical and operational leaders
- Aim to provide a response to your complaint within 40 business days and we will let you know if we think it may take longer
- In our response we will you know if any actions were taken as a result of your complaint
- In case you are not happy with our response, we’ll give you information on the Patient Care Quality Review Board, who can review your complaint, our response, and recommend ways to improve the quality of care.
Please provide as much detail as you can about your experience and the site or program to which you are referring. Please be sure to include:
- A clear description of your complaint.
- The program or service, and the site/location of where it happened.
- The date(s) care was provided.
- The names of any staff you spoke to about your complaint.
- What outcome or resolution you seek.
If you need help contacting us because English is not your first language, we have translated our information brochure into Chinese, Farsi, French, German and Punjabi. You can also request translation services when you contact us. (See the brochures and guides tab above.)
Your feedback will be used to identify improvements to the quality and safety of patient care.
If the response from PCQO has not resolved your complaint, you may contact the Patient Care Quality Review Board for an independent assessment of the matter. To request a review of your complaint by the Patient Care Quality Review Board, please contact:
PO Box 9643
Victoria, BC V8W 9P1
Phone: 1-866-952-2448 (toll-free)
Fax: 250-952-2428
More information about the Patient Care Quality Review Board can be found on its website or by asking PCQO.
Send a complaint
