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Patient Care Quality Office

VCH invites you to share your feedback through the Patient Care Quality Office (PCQO). It is an accessible and transparent point of contact to share compliments and complaints regarding quality of care. We can help with:

  • Compliments: Did you have a great experience? Did someone make a difference in your care? It is our pleasure to pass on positive comments to ensure staff and teams are recognized for their exceptional care.

  • Complaints: We take concerns about the quality of your care seriously. If your care expectations have not been met, we are here to accept your feedback, create an opportunity to resolve those concerns, and identify areas for quality improvement.

  • Requests for assistance or information: Navigating through the maze of facilities and health-care providers can be overwhelming, especially if you are facing health challenges. We can help with system way finding and VCH facilities.

Complaints about patient care quality

If the care you received did not meet your expectations, we are committed to working with you to find a reasonable resolution. Your feedback is our chance to improve health care services.

You can speak with the person who cared for you or that person's manager to share your experience and concerns. It is best to talk about your concerns at the time and place they happen. 

If the staff/team have been unable to help or resolve your concern, you are welcome to escalate your concern to us. Contact PCQO if:

  • You are uncomfortable talking to the manager

  • You are unhappy about how your concerns were handled

  • The patient or resident is no longer receiving services 

We are here to listen to your concerns, help you make a formal complaint and work with you to help resolve it. We are not an advocate for either the patient or VCH, but as a facilitator of resolution. Your care will not be negatively impacted by sharing your concerns.

What you can expect PCQO to do:

  • Deal with your complaint promptly and fairly

  • Formally register your complaint

  • Share your feedback with leadership teams of the area of care

  • Coordinate a comprehensive and collaborative care quality review

  • 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

  • Identify opportunities for improvement

  • Provide an explanation about any decisions and actions taken as a result 

If you do not feel your concerns were resolved from the response of the VCH Patient Care Quality Office, you may wish to contact the Patient Care Quality Review Board for an independent assessment of the matter. They are a separate organization from Vancouver Coastal Health that reports to the Minister of Health Services.

They can review your complaint, our response, and recommend ways to make health-care better. To learn more, visit the Patient Care Quality Review Board website. 

 

Submit your feedback

We welcome your questions, concerns, and compliments. When you submit your feedback, please include as much detail as possible, such as:

  • A clear description of your compliment or complaint, including dates

  • Site / location and the program or service where care was received

  • Names of staff involved or staff you have spoken with about your complaint

  • What outcome or resolution you seek

Contact

  • Phone: 1-877-993-9199

  • Fax: 604-875-5545 

  • Emailpcqo@vch.ca

  • Mail: JPP – 1822, 899 West 12th Avenue, Vancouver, BC  V5Z 1M9

  • In person: Office hours are Monday to Friday from 8:30 a.m. to 4:30 p.m. Closed on statutory holidays.


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