Locate health care services in Vancouver, Richmond, North and West Vancouver and along the Sea-to-Sky Highway, Sunshine Coast and BC’s Central Coast.

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Patient Care Quality Office

We welcome your feedback as it helps us improve our services

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.

Learn more about how we can become partners in care.

What’s the first step in submitting a compliment or complaint?

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?

Contact the Patient Care Quality Office. Complaints can be made verbally, in person, by phone or in writing by letter, fax or email.

Mail: Patient Care Quality Office
Vancouver Coastal Health and Providence Health Care
Room CP-380 – 855 West 12th Avenue
Vancouver, BC V5Z 1M9

Tel: 1.877.993.9199
Fax: 604.875.5545
Email: pcqo@vch.ca

Office hours are Monday to Friday, 8:30 a.m. - 4:30 p.m. The office is closed on statutory holidays.

What information do I include in my complaint?

A clear outline of your complaint
The location and the service where it happened
Names of the people you raised your complaint with
How you want your complaint to be resolved

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.

More information

Download our brochure that is available in multiple languages.