Whatever it is, the way you tell your story through filing a complaint can make all the difference.
You may feel as though you did not receive informed consent. You may have been traumatized by your experience. You may have been medically assaulted or simply see a way for people and systems to improve.
Understandably, filing a complaint may bring up many emotions and recounts of your experience. You may remember moments that you forgot or that bring you back to the trauma you endured. Be gentle with yourself, there is no timeline to your healing, and there is no expectation as to when your complaint has to be filed. You can journal your thoughts first, ask for help from others in attendance at the incident, and share these moments with a trusted friend, counsellor, or loved one.
There are many different ways to file a complaint. First, you can simply phone the office or location where you received your service (see list below) and share your views and opinions. Second, you can also file an official complaint through the health authority, management services, or college that supervises the care provider’s role.
Filing a complaint may not come with results that you are hoping for, but in the process, you may find healing for yourself and a sense of release or letting go. On the other hand, you may also notice an increasing sense of anger or frustration. Your emotions are all valid, and you get to say how much this has impacted your life.
I honour you in speaking your truth and sharing with others what doesn’t work with our care providers and in our systems.
HEALTH AUTHORITIES
You can make a complaint about a specific hospital, and a specific care provider, or experience with the Patient Care Quality Office (PCQO) within these health authorities.
Fraser Health
Vancouver Coastal Health
Providence Health
Island Health
Interior Health
Northern Health
COLLEGES
College of Physicians and Surgeons
https://www.cpsbc.ca/for-public/file-complaint
British Columbia College of Nurses and Midwives
https://www.bccnm.ca/Public/complaints/Pages/Default.aspx
Sample Complaint Letter
OTHER SERVICES
BC Ambulance Service/ BC Emergency Health Services
http://www.phsa.ca/about/accountability/patient-experience/compliments-complaints
Midwives Association of British Columbia
https://www.bcmidwives.com/contact
APPEALS
If the response from Patient Care Quality Office (PCQO) has not resolved your complaint, you may contact the Patient Care Quality Review Boards for an independent assessment of the matter. To request a review of your complaint by the Patient Care Quality Review Boards, please contact:
Patient Care Quality Review Boards
PO Box 9643
Victoria, BC V8W 9P1
Phone: 1-866-952-2448 (toll-free)
Email: contact@patientcarequalityreviewboard.ca
Fax: 250-952-2428
ADVANCE PROCESSES
BC Ombudsman - BC’s independent voice for fairness, they work to make sure public sector organizations are treating people fairly and following the rules.
Health Professionals Review Board - When you are not satisfied with a regulatory college decision you can choose to take your complain to the Health Professionals Review Board. The Review Board provides a neutral forum for members of the public as well as for health professionals to resolve issues or seek review of the colleges’ decisions.
You can notify to your local MLA and the Minister of Health directly. You can make requests, educate them on the current situations and and complain to them. To find your MLA, Click Here
You can also file a police report for illegal conduct or assault. Just because it happens behind a white coat, doesn’t make it legal.
