Patient Care Quality Office
One of the core values that guides our work across PHSA and our agencies is putting the needs of our patients first. You can help us live this value and improve our services by providing your feedback – good or bad.
If you have a compliment or a complaint, please speak with the person who provided the service or to the manager of the area. Complaints particularly are best addressed and resolved at the time and place they occur.
If you choose to contact the PHSA Patient Care Quality Office directly we look forward to hearing from you. We do ask that you take a moment and review the following information regarding how we will address your concerns.
More information about contacting the Patient Care Quality Office
How do I send a compliment?
Please send your compliment to the Patient Care Quality Office. We will be pleased to pass your comments onto the appropriate individual or care team.
What if my complaint is not resolved at the local care area?
If your complaint remains unresolved after discussing the issue with the service area, you may wish to contact our Patient Care Quality Office.
Please provide as much detail as you can about your experience and the site or program to which you are referring. The office is open Monday to Friday (except statutory holidays) from 8:30 am – 4:30 pm.
If you need help contacting us because English is not your first language, we have translated our information brochure into Chinese, Farsi, French, German and Punjabi. You can also request translation services when you contact us.
What can I expect if I complain to the Patient Care Quality Office?
The Patient Care Quality Office handles patient care quality complaints in an open, transparent manner, serving as a liaison between patients and health-care providers during the complaint process. Your feedback will be used to identify improvements to the quality and safety of patient care.
- We will formally record and manage your complaint in a prompt and fair manner.
- Our office will work with you towards a resolution by connecting with the appropriate care providers and investigating relevant policies and procedures.
- You will be provided with a response to your complaint as well as an explanation of decisions and actions taken as a result of your complaint.
What if I am still not satisfied?
If the response from the PHSA Patient Care Quality Office has not resolved your complaint, you may contact the Patient Care Quality Review Boards for an independent assessment of the matter.
To request a review of your complaint by the Patient Care Quality Review Boards, please contact:
Patient Care Quality Review Boards
PO Box 9643
Victoria, BC V8W 9P1
Phone: 1.866.952.2448 (toll-free)
More information about the Patient Care Quality Review Boards can be found on its website or by asking our Patient Care Quality Office.