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.
Patient Care Quality Office
Royal Jubilee Hospital
Watson Wing, Rm 315
1952 Bay Street
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.
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)
- 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
Allegations regarding privacy breaches such as potential unauthorized:
Information Stewardship, Access & Privacy Office
Public health concerns involving:
Office of the Medical Health Officer
Workplace abuse such as:
Workplace concerns such as:
Occupational Health & Safety
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.