How the PCQO can help
The Patient Care Quality Office (PCQO) supports patients, families, and clients who have questions or concerns about the care they received within Interior Health.
We provide a confidential way to share your experience. With your consent, we review concerns by gathering information, looking at relevant health records, and working with care teams and leadership to better understand what happened.
Our goal is to ensure your concerns are heard, addressed, and responded to in a respectful and timely way. We also help identify opportunities for improvement to enhance the quality and safety of care for everyone.
In addition to addressing concerns, the PCQO welcomes compliments, which are shared with teams to recognize excellent care and support ongoing improvement.
What we can help with
- Concerns about care experiences in Interior Health facilities
- Questions about what happened during care
- Communication or service-related concerns
What we’re not able to review
There are some areas that fall outside of our role:
- Clinical skill, judgment, or decision-making of individual care providers (e.g., physicians, nurses, midwives, allied health professionals). These concerns are best directed to the appropriate regulatory college.
- Billing concerns
- Wait times or access to physicians
- Requests for health records
- Changes to home and community care services
For help with these matters, please visit the Find the right support section below.
Submit a care concern
A care concern is any question or worry about the care you or someone you know received, including communication, safety, quality, or overall experience. Submitting a concern will not affect your care.
Submit a concern
Submit a compliment
A compliment is positive feedback about the care or service you or a loved one received. It may recognize staff for their compassion, professionalism, or the quality of care provided.
Submit a compliment
Find the right support
View a list of commonly requested topics below to be directed to the appropriate resource, such as accounts payable, home support services, health records, parking and facilities, wait times, and where to get care.
View commonly requested topicsWhat the PCQO process looks like
- We will acknowledge your concern or compliment as soon as possible. Response times may vary depending on the number of requests we receive.
- A PCQO Consultant will contact you using your preferred method (phone or email). We will listen carefully to your experience and with your consent, review relevant health, and speak with members of your care team. Our review is guided by Interior Health policies and standards.
- We will work with you to understand your concerns, answer your questions, and explore opportunities to improve care and services
- You will receive a response to your concern, either by phone or in writing, based on your preference. Our response will outline what we learned, any decisions made, and any actions taken or improvements identified. We aim to provide a response within 40 business days and will keep you informed if more time is needed.
- If you are not satisfied with our response, we will provide information about next steps. This may include the Patient Care Quality Review Board, an independent body that can review your concern, our response, and make recommendations to improve the quality of care.
How to contact us
If you would like to share a concern or compliment, you can reach us in the way that works best for you:
- Online: Complete our webform
- Phone: 1-877-442-2001 (leave a message and we will return your call)
- Email: PCQO@interiorhealth.ca
- Mail:
Patient Care Quality Office
5th Floor – 505 Doyle Ave
Kelowna, BC V1Y 0C5 - In some situations, we may also offer an in-person meeting at the Kelowna Health Services Centre.
Resources
Jonnathan Quintero leads with curiosity and compassion, advancing patient safety, collaboration and quality improvement at IH.
/stories/we-are-ih-biomedical-engineer-recognized-nationally-patient-safety
Indigenous Patient Navigator Deb Donald has spent time in nearly every area of Royal Inland Hospital. There are few places in the hospital she hasn’t been.
/stories/we-are-ih-indigenous-patient-navigator-proud-help-her-people
As a young child, Julie Davenport struggled to be understood. Now she oversees Early Childhood Development programs, thanks to a speech-language pathologist.
/stories/how-speech-language-therapy-opened-doors-ih-director
Learn how to stay safe in B.C. waters when blue-green algae blooms, or cyanobacteria, are present.
/stories/why-you-should-avoid-water-blue-green-algae-blooms
Moved by her son's health journey, Alana Haynes found her calling helping young patients at Kelowna General Hospital feel more at ease and parents reassured.
/stories/new-child-life-specialist-enhances-pediatric-care-kgh
Cheryl Whittleton’s 40-year IH career spans bedside care to senior leadership, grounded in compassion and a commitment to strengthening the future of nursing.
/stories/we-are-ih-nursing-allied-health-officer-sees-bright-future
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