One of the core values that guides our work at BC Transplant is putting the needs of our patients first. You can help us live this value and improve our services by providing your feedback - good or bad.
What's
the first step?
Complaints are best addressed and resolved at the time and place they occur.
If you have a compliment or a complaint, speak with the person who provided
the service or to the manager of the area. If you are not comfortable speaking
to your service provider, see the section below:
What
if my complaint is not resolved?
You can call the main switchboard at 604-877-2240 or 1-800-663-6189 (toll
free in BC) and ask for the program manager or supervisor for the department/clinic
area involved.
What
if my complaint is not resolved?
Contact the Provincial
Health Services Authority's (PHSA) Patient Care Quality Office directly.
The office is open Monday to Friday (except statutory holidays) from 8:30
am - 4:30 pm. Provide as much detail as you can about your experience and
the site or program to which you are referring.
PHSA Patient Care Quality Office
4th floor, Women's Health Centre
Room F404, 4500 Oak St
Vancouver, BC V6H 3N1
Phone: 1-888-875-3256
(toll free)
Fax: 604-875-3813
Email: pcqo@phsa.ca
What if English is my second language?
The PCQO has translated versions of the PCQO information brochure available
in Chinese
Traditional, Chinese
Simple, Farsi,
French,
German
and Punjabi.
You can also request translation services when you contact them. (link directly
to the individual brochures in the languages outlined above. All brochures
can be found at the PCQO
website.
What can I expect if I complain to
the Patient Care Quality Office?
The
PCQO handles patient care quality complaints in an open, transparent manner,
serving as a liaison between patients and health-care providers during the
complaint process. Your feedback will be used to identify improvements to
the quality and safety of patient care.
Patient Care Quality Office:
- Will formally record and manage your complaint in a prompt and fair manner.
- Will work with you towards a resolution by connecting with the appropriate care providers and investigating relevant policies and procedures.
- Provide you with a response to your complaint as well as an explanation of decisions and actions taken as a result of your complaint.
What
if I am still not satisfied?
If the response
from the PHSA Patient Care Quality Office has not resolved your complaint,
you may contact the Patient Care Quality Review Board for an independent assessment
of the matter.
To request a review of your complaint, please contact:
Patient Care Quality Review Board
PO Box 9412
Victoria, BC V8W 9V1
Phone: 1-866-952-2448 (toll-free)
Email:contact@patientcarequalityreviewboard.ca
Fax: 250-952-2428
Updated on:
June 16, 2010
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