Compliments and Complaints

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​Th​e Importance of Your Feedback • Make a Complaint • Send a Compliment • The Role of the QCSO

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The Importance of Your F​eedback

If you want to provide feedback on your experience of a BC health care services, you can submit it to the FNHA Quality Care and Safety Office (QCSO).

You can provide feedback on your experience with any BC public health care service, including:

  • those delivered directly by FNHA (such as nursing stations, Virtual Doctor of the Day and some Health Benefits)
  • those delivered by external health care providers (such as hospitals)
  • those funded by FNHA (such as care provided in First Nations Community health centres, Pacific Blue Cross and PharmaCare Plan W)

Whether you are making a complaint, reporting your health care harms or submitting a compliment, the QCSO would like to thank you for taking the time to get in touch with us. Your feedback is important to us and helps us improve the delivery of health care to First Nations people in BC.​​

 

Make a C​​omplaint

To report a health care harm, please do the following:

  1. send us an email at quality@fnha.ca
  2. include your name and two ways for us to get in touch with you, if possible (preferably telephone and email)
  3. include a brief description of the incident you wish to complain report
  4. include the location where the incident happened

The FNHA Quality Care and Safety Office will respond to you within two business days. In our interaction with you, we will:

  • listen and respond to your complaint with privacy and respect
  • gather information and outline the options available to you, including restorative approaches to healing in a cultural way
  • proceed only according to your wishes
  • send you a written summary

Send a Com​pliment

To send a compliment, please do the following:

  1. send us an email at quality@fnha.ca
  2. include your name and two ways for us to get in touch with you, if possible (preferably telephone and email)
  3. include a brief description of the interaction you wish to compliment
  4. include the location where the interaction happened
  5. include the name of the health care worker you interacted with (if you know it)

The FNHA Quality Care and Safety Office will:

  • send an acknowledgement of your compliment and gather any additional information required
  • with your consent, pass on your compliment to the individual, team, or location where you had the positive health care experience

The Role of the ​QCSO

The QCSO helps clients and their families navigate the complaints processes in the health care system. For more details about our role, how we work, our commitment to Cultural Safety and Humility and your privacy, please see FNHA Quality Care and Safety Office​. ​

 Contact

FNHA Quality Care and Safety
Email: ​Quality@fnha.ca 
Phone: 1-844-935-1044 (toll-free)

Northern Region
Email: QualityNorth@fnha.ca
Phone: 250-319-3187


Interior Region

Fraser Salish Region
Phone: 604-250-2385

Vancouver Island Region
Phone: 250-637-1070​​
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