We recognize that navigating through the maze of facilities and health care providers can sometimes be overwhelming, especially if you are facing health challenges. Quality care is best achieved when you become partners in care with us, your health care providers.
Please speak to the person who provided the service or to the manager of the area. It is best to share a compliment, or address and resolve complaints, at the time and place they occur.
If you are not able to have your concern resolved at the point of service, you may contact our Patient Care Quality Office by phone, in person, or in writing by letter, fax or email.
Concerned about quality of care? Let us know - English
Concerned about quality of care? Let us know - Chinese (Traditional)
Concerned about quality of care? Let us know -Chinese (Simplified)
You can expect us to:
Deal with your complaint promptly and fairly.
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.
Phone: 1 (877) 993-9199 (choose the option to direct your call to the correct site)
Fax: (604) 875-5545
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. The office is closed on statutory holidays.
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