Interior Health Patient Care Quality Office
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Interior Health is committed to providing high-quality care in a respectful, caring and safe environment. Sharing your feedback (positive or negative) on the care that you or your loved ones received is welcomed and gives us an opportunity to resolve your concerns and improve our services.

Who can I talk to about my care experience?            

1. Care Provider or Supervisor:
  If you have questions or concerns about your care, please talk about it with the person who cared for you or that person's supervisor. It is best to talk about your concerns at the time and place they happen. 
 

2. Patient Care Quality Office:  If you feel uncomfortable talking to your Care Provider or their Supervisor, or you are unhappy with how your concerns were handled, you can talk to the Patient Care Quality Office. We are here to help resolve care quality concerns, and we can also share your positive feedback with others in our health care system.

What can I expect if I share my experiences with the Patient Care Quality Office?

Our commitment to you:

Sharing your concerns with us will not have any negative impact on the care or services you receive.
We will work through your concerns respectfully, fairly, in detail and in a timely manner. Our interactions with you will be informed by cultural safety (respectful engagement) and cultural humility (self-reflection). We will use your preferred name and pronouns when addressing you. We will protect your personal information in our secure database.

What you can expect when you contact us:
  • We will ask if you self-identify as Aboriginal. This information will help us make sure our program is responsive to the preferences, needs and values of Aboriginal populations. Responding to this question is optional.
  • We aim to acknowledge your compliment or concern within two business days.
  • We will work with you to establish appropriate consent if you are bringing forward a concern on behalf of a loved one.
  • If you are sharing positive feedback, we will share it with others in our health care system. They will love hearing about your positive experiences.
  • If you are sharing a concern, we will listen carefully to your experience. To complete an investigation into your concerns, we may need to collect information. We may need to look at your medical records, we might talk to the health care staff or physicians who provided your care, and we will look at our policies or guidelines.
  • We will work with you to provide answers to your questions and address your concern.  We may also discover areas where we can improve our program and services for all people in our care.
  • We will provide you with a response to your concern. You can choose if you would like a response by telephone or in writing.  We will also provide you with reasons for any decisions and actions that were taken, or any changes we will make to improve how we provide care.  Most of the people in our care are provided a response within 40 business days – we will let you know if we think it may take longer.
  • We will give you information on where you can take your concerns, if we did not provide you with the response you were hoping to get. 
How can I contact the Patient Care Quality Office?

When you contact us, please provide the following information:
  • Your name and/or the name of the person receiving care
  • Your contact information
  • A brief description of your compliment or concern
  • The location where the care occurred.
By Phone (toll-free): 1-877-442-2001
By Email
By Mail:  Patient Care Quality Office; 5th floor; 505 Doyle Ave; Kelowna, BC; V1Y OC5
By Fax:  250-870-4670

In Person: We are not currently accepting walk-ins due to COVID-19.  If you’d like to share your story in person, we can set up a safe in-person appointment in our downtown Kelowna office. Please call or email us to make arrangements. 

Office hours: 8:30 a.m. - 4:30 p.m. PST; Monday to Friday, excluding statutory holidays

Why are you inviting people to self-identify as Aboriginal?

Hearing from Aboriginal people about their health care experiences will help us to provide health care programs and services that are responsive to their preferences, needs and values. Any information shared with our office will be kept confidential. Choosing whether or not to self-identify is completely voluntary. If you choose not to answer, there is no impact to the quality of care you receive and we will still accept your concern. Our goal is to ensure Aboriginal peoples are supported in their health.

Can someone else share my concern for me?

Yes. You may have a family member, friend, Elder or someone else you trust bring forward a concern on your behalf.  We will work with you and the person you have chosen to ensure we have the proper consent.

Can I share a concern without sharing my identity?

Yes. We understand that sometimes people are not comfortable bringing forward a concern, and we welcome your anonymous feedback so we can improve. Please note that our ability to fully investigate the concern might be limited if we don’t know the identity of the person receiving care.
 
Learn more:
MoH     PCQO