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Compliments and Complaints

As a client or family member, you are an expert in your own healing journeys. Your lived experience and insight are vital to helping us improve the experience of treatment in our programs.
Complaints
We take concerns about the quality of your care seriously. If we have not met your care expectations, steps you can take if you have a complaint include the following:

  1. Addressing the concern directly with the person who provided the service, or with the manager of the unit. 
  2. Write a comment card and share it with us anonymously via the comment boxes available on site.
  3. If your complaint remains unresolved, you can contact the PHSA Patient Care Quality Office (PCQO) directly. The PCQO will receive your feedback, provide an opportunity to resolve your concerns, and identify areas for quality improvement.
  4. For any issues not resolvable by the PCQO, you can contact the Office of the Ombudsperson.
Compliments
If you have a compliment, you can speak with the person who provided the service or to the unit manager. You can also submit a “Message of Thanks,” to be included on our website. 

You’re also welcome to contact the PCQO or the Patient and Family Experience Team.

Ethics service support for patients and families
It can be hard to make healthcare decisions. If you are struggling with a decision related to your or your loved one’s treatment, the PHSA Ethics Service can offer you confidential support to explore options and help you make a fair decision. 

Patient and family experience 
The patient and family experience team works closely with staff, physicians, researchers, patients, clients and families across BC Mental Health and Substance Use Services to ensure that care is patient- and family-centered. We believe that nothing that is about you should happen without you, which aligns with the Ministry of Health “Patients as Partners” mandate and welcomes feedback from clients, patients and their families. 

As part of our work, we have developed a patient and family experience framework, which is a resource for involving patients and families in decision-making. We are also developing a comprehensive patient experience measurement strategy.

To learn more or get involved, contact us.


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