Compliments & Complaints

Quality health care is important to all of us at Island Health. Your feedback will further improve the quality of the health care system. 

If you have a compliment or a complaint, about quality of care, please first speak with the person who provided the service, or to the manager of the area.

Contact Us

Mailing address:
Patient Care Quality Office
Royal Jubilee Hospital
Memorial Pavilion
Watson Wing, Rm 315
1952 Bay Street
Victoria, B.C.
V8R 1J8

Hours:
Monday - Friday 8:30 a.m. - 4:30 p.m.
(closed on weekends and stat holidays)
In-person meetings are available 8:30 a.m. - 3:30 p.m. during normal business hours.

250-370-8323
Toll-free: 1-877-977-5797
Fax: 250-370-8137

patientcarequalityoffice@viha.ca

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

If we have not met your expectations, we are committed to working with you to find a reasonable solution.

WHAT IF MY COMPLAINT IS NOT RESOLVED?

Should your complaint remain unresolved after discussing the issue directly with the service area manager, we encourage you to contact our Patient Care Quality Office.

Complaints may be submitted to the Patient Care Quality Office (PCQO) in writing via regular mail, in writing via email, verbally over the telephone and in person. When submitting a complaint via any of the methods listed above, it is helpful to include appropriate background information so that the Patient Care Quality Officers may follow up promptly and effectively. 

When you contact the PCQO, please include the following information, whenever possible:

  • your full name
  • the name and birth date for the patient who received care
  • the location/facility where care was provided
  • the date(s) that the care was provided
  • contact information for the complainant and/or the patient 
  • relevant information regarding ‘Representation Agreement’ or ‘Temporary Care Decision-Maker’ designations

WHAT CAN I EXPECT IF I COMPLAIN TO THE PATIENT CARE QUALITY OFFICE?

You can expect your complaint to be dealt with promptly and fairly. The Patient Care Quality Office will:

  • formally register your complaint
  • work with you to identify a reasonable resolution to your concern
  • respond to your complaint
  • provide an explanation about any decisions and actions taken as a result of your complaint

WHAT IF I AM NOT SATISFIED WITH THE RESULT?

If you are not satisfied with the resolution you have received from the Patient Care Quality Office you may request a review from the Patient Care Quality Review Boards. The Review Boards provide an independent review process regarding care quality complaints originating in our health authorities.  The Review Boards can be reached toll-free at: 1-866-952-2448. For more information on the Review Boards, please visit: www.patientcarequalityreviewboard.ca

HOW CAN I MAKE A PUBLIC HEALTH COMPLAINT?

Island Health monitors facilities and systems related to public health:

  • Child care facilities
  • Communicable disease
  • Drinking water
  • Food safety
  • Long term care facilities
  • Personal service inspections (tattoos, tanning, and piercings)
  • Recreational water (beaches, pools)
  • Sewage
  • Tobacco & vapour retail enforcement, smoke-free spaces

To report a public health issue or violation, visit https://www.islandhealth.ca/about-us/medical-health-officers

What are the other ways to review and investigate allegations or concerns?

Area of concern

Includes

Contact

Privacy breaches

Allegations regarding privacy breaches such as potential unauthorized:

  • access to personal information
  • use of personal information
  • disclosure of personal information

 

Information Stewardship, Access & Privacy Office

250-519-1870
Toll free: 1-877-748-2290
privacy@viha.ca

 

Public health

Public health concerns involving:

  • air quality
  • child day care facilities
  • community care facilities
  • disease management
  • drinking water
  • food safety
  • personal service inspections (tattoos, tanning, piercings)
  • pesticides
  • recreational water (beaches, pools)
  • sewage systems
  • tobacco and retail vapour enforcement, smoke-free spaces

 

Office of the Medical Health Officer

https://www.islandhealth.ca/about-us/medical-health-officers

 

Workplace Abuse

Workplace abuse such as:

  • discrimination
  • personal harassment
  • bullying
  • sexual harassment

 

Respectful workplace

respectfulworkplace@viha.ca

 

 

Workplace Safety

Workplace concerns such as:

  • hazards related to staff safety
  • WorkSafe BC non-compliance

 

Occupational Health & Safety

250-519-1540
Toll free: 1-888-519-1540

 

Safe Reporting

If you have a concern that is not related to quality of care, there is a way anyone can safely report suspected wrongdoing by anyone working at Island Health. The Safe Reporting Policy states that retaliation against a person reporting alleged wrongdoing in good faith is a serious breach of the policy.

Island Health's Safe Reporting Policy and Safe Reporting Procedure outline the steps for any person to be able to report wrongdoing by people associated with Island Health without fear of retaliation. 

If you have further questions, please refer to the Safe Reporting page.