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Patient Care Quality Office

Patient Care Quality Office (PCQO) staff assist in the resolution of complaints, not as an advocate for either patient or the organization, but as a facilitator of resolution. We maintains consistency in complaint management processes, data collection, and reporting of complaints and compliments. 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.

We can also assist in system way finding. Navigating through the maze of facilities and health-care providers can sometimes be overwhelming, especially if you are facing health challenges. 

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Common questions

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

If you have questions or concerns, you can reach out to the following: 

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. 

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. 

Whistleblower hotline

Confidentially report a known or suspected case of wrongdoing by staff. Learn more on the whistleblower hotline page.

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

 

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. 

 

What you need provide

If you are contacting PCQO, please include the following information:

  • 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

Contact PCQO

  • Phone: 1 (877) 993-9199

  • Fax: (604) 875-5545 

  • Emailpcqo@vch.ca

  • Mail or in person:

    Office hours are Monday to Friday, 8:30 a.m. - 4:30 p.m. Closed on statutory holidays.

    899 West 12th Avenue
    JPP - 1822
    Vancouver, BC  V5Z 1M9


SOURCE: Patient Care Quality Office ( )
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