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.
What’s the first step in submitting a compliment or complaint?
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.
What if my complaint is not resolved?
If you are not able to have your concern resolved at the point of service, you may contact the Patient Care Quality Office. Complaints can be made by phone, in person, or in writing by letter, fax or email.
What information do I include in my compliment or complaint?
Please be sure to include the following information when you contact us:
- 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
- If a complaint, what outcome or resolution you seek
Where can I submit my complaint?
Mail: Patient Care Quality Office
Vancouver Coastal Health and Providence Health Care
Room CP-117 – 855 West 12th Avenue
Vancouver, BC V5Z 1M9
Tel: 1.877.993.9199 (choose the option to direct your call to the correct site)
Office hours are Monday to Friday, 8:30 a.m. - 3:30 p.m. The office is closed on statutory holidays.
What can I expect if I submit a complaint?
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.
What if I am still not satisfied?
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.
Download our brochure that is available in multiple languages.
Patient Care Quality Office
Visit the Contact Us page for details.
Patient Care Quality Review Boards
PO Box 9643
Victoria, B.C. V8W 9P1