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.