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Compliments & Complaints

Putting the needs of our patients first is a core value at PHSA and its agencies.

Compliments

You can help us live this value and improve our services by providing your feedback, good or bad.

If you have a compliment, please speak with the person who provided the service or to the manager of the area, or PCQO directly. We will be pleased to pass your comments onto the appropriate individual or care team.

Send a compliment
Complaints

If you have a complaint, please speak with the person who provided the service or to the manager of the area. Complaints are best addressed and resolved at the time and place they occur. 

If your complaint remains unresolved after discussing the issue with the service area, you may wish to contact PCQO directly. If you choose to do so, we look forward to hearing from you. Wdo ask that you take a moment and review the following information about how we will address your concerns.

What can I expect if I complain to the PCQO?

PCQO handles complaints in an open and transparent manner, and liaises between patients and health-care providers during the complaint process.

  1. We will formally record and manage your complaint in a prompt and fair manner.
  2. Our office will work with you towards a resolution by connecting with the appropriate care providers and investigating relevant policies and procedures.
  3. 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.

Please provide as much detail as you can about your experience and the site or program to which you are referring.

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.

Your feedback will be used to identify improvements to the quality and safety of patient care.

What if I am still not satisfied?

If the response from PCQO 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)
Email: contact@patientcarequalityreviewboard.ca
Fax: 250.952.2428

More information about the Patient Care Quality Review Boards can be found on its website or by asking PCQO. 

Send a complaint
Resources

Brochure in English

Brochures in other languages

Resource guide

Translation or interpretation services

If you require language help to report a compliment or complaint, or even to learn more about how to do so, you can request translation or interpretation services through PCQO.

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