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Patient Care Quality Office

 

We recognize that navigating through the maze of facilities and health care providers can sometimes be overwhelming, especially if you are facing health challenges. We are here to help you resolve your concerns about care. By telling us how you feel, you can help make health-care services better.

What is a care quality complaint?

A care quality complaint is about health-care services that we provide. You can complain about: 

  • Your own care

  • Your loved one's care

  • Care that you or your loved one expected, but didn't get

Who can I talk to about my questions or concernts?

  1. Staff member or manager - If you have questions or concerns about your care, please talk about it with the person who cared for you or that person's manager. It is best to talk about your concerns at the time and place they happen. 

  2. Patient Care Quality Office - If you are uncomfortable talking to a manager or you are unhappy about how your concerns were handled, you can talk to the Patient Care Quality Office (PCQO). We are here to help resolve care quality complaints. We welcome your questions and concerns about care. 

  3. Use the whistleblower hotline - Confidentially report a known or suspected case of wrongdoing by staff.

What happens if I complain?

Complaining won't compromise your access or services. We will deal with your complaint promptly and fairly. Here is what you can expect us to do:

  • Formally register your complaint.

  • Work with you to pursue resolution to your concern by assisting with communication between the many departments and services, providing an explanation of policies and procedures and investigating concerns.

  • Provide you with a response to your complaint and an explanation about any decisions and actions taken as a result of it.

How can I contact PCQO?

Please be sure to include the following information when you contact our Patient Care Quality Office:

  • A clear description of your compliment or complaint

  • The site / location and the program or service where it happened

  • The names of any staff you have spoken with about your complaint, or the names of the staff for the compliment

  • What outcome or resolution you seek

Phone

1 (877) 993-9199 (choose the option to direct your call to the correct site)

Fax

(604) 875-5545 

Mail

855 West 12th Avenue
LBP-380
Vancouver, BC  V5Z 1M9

Email

Email: pcqo@vch.ca

In person

Visit one of the locations below. Office hours are Monday to Friday, 8:30 a.m. - 3:30 p.m. Closed on statutory holidays.

What if I'm still concerned?

If you don’t feel your concerns were resolved from the response of the VCH Patient Care Quality Office, contact the Patient Care Quality Review Board for an independent assessment of the matter. The Patient Care Quality Review Board is a separate organization from Vancouver Coastal Health that reports to the Minister of Health Services. They can review your complaint and our response, and recommend ways to make health-care better. To learn more, visit the Patient Care Quality Review Board website. 

SOURCE: Patient Care Quality Office ( )
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