At Provincial Language Service, quality assurance is a multi-level process embedded in all aspects of our service delivery. Our processes contribute to a culture of continuous improvement of our services and organization.

Provincial Language Service adheres to strict policies and procedures on professional conduct. Any complaint or incident regarding an interpreter, health care program, external customer or Provincial Language Service staff member is documented, investigated and tracked.

Interpreter incident reporting process

In fall 2016, the Provincial Language Service (PLS) initiated a review of the Medical Interpreting Service which provides American Sign Language interpreting for deaf patients to ensure it was best meeting the needs of its stakeholder. A summary report and ASL Translation of the findings has been prepared, and PLS is currently reviewing the report recommendations and determining next steps. Any change to the service will include outreach to the deaf community.

PLS is connected to community-based agencies and programs across British Columbia. These partnerships allow PLS to harmoniously connect expertise in service delivery with the specific needs of the local community.

The Language Access policy directs PHSA staff on the appropriate use of language services to reduce or eliminate language barriers to optimize the delivery of safe and equitable care. 

Please view the policy by visiting Policies & Procedures under the Workplace Resources section on the PHSA POD intranet site. Note, access to POD is only available from a computer on the appropriate network.

We collect your personal information as authorized under section 26(c) of the BC Freedom of Information and Protection of Privacy Act ("FIPPA") to provide interpreting services to you. We collect your name, address, telephone number and purpose of visit. If you have questions or concerns about how your information is collected or used, you may contact:

Provincial Language Service

Phone number: 604-297-8400

Email: pls@phsa.ca

Content

We give high priority to quality assurance and your feedback is important to us. 

Interpreting or translation services: send questions, feedback and concerns to plsqualityassurance@phsa.ca. We are committed to constant improvements in service delivery to all our customers.

PHSA facilities: contact the Patient Care Quality Office if your feedback is related to PHSA facilities, staff or services outside of interpreting and translation services.