Report a Concern
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How to submit a concern about a care facility

Submit a complaint verbally or in writing (e.g. email, fax, or handwritten). 

If you are challenged by language barriers or other inequities please ask for assistance.

We will contact you as soon as possible. The severity of your concern will be determined and we will take the appropriate response.

Contact Licensing Direct

Phone: 1-877-980-5118 (8:30am - 4:30pm PST, weekdays excluding statutory holidays)
Email: Contact us by email
Fax: 250-868-7760
Mail: 505 Doyle Avenue
         Kelowna, BC
         V1Y 0C5

Policy

When complaints or concerns are reported, we will respond promptly and appropriately and ensure accurate and timely documentation of the complaint.

We will make every effort to maintain confidentiality of a person’s and associated individual’s identities during the course of a complaint response or decision review.

Complaints resolution will be done at the local level for a fair and rapid resolution.

If you disagree with a decision made by staff, see the How to Request a Decision Review section below. Some appeals follow a process established by legislation or other defined administrative procedure. So you may be required to seek remedies set out by legislation (find out which legislation applies to your issue), or you may request a review by the Ombudsperson’s office, or the Patient Care Quality Review Board.

Dispute Resolution

Licensing Officers share a common goal with licensed care providers, families and agencies to ensure quality care for vulnerable individuals in our communities. As such, it is important that we work in partnership to promote the health, safety and well-being of adults and children in licensed care facilities.

Interior Health and the Community Care Licensing program are invested in quality service provision. We are open to feedback from our clients about their experiences with our staff, whether positive or negative. 

As a first step in dispute resolution, we believe that conflicts are best addressed and resolved at the time and place that they occur and wherever possible, directly with your Licensing Officer. Licensees and managers are encouraged to first attempt to resolve concerns by working with their Licensing Officer to find a quick and effective resolution which, in turn, helps maintain positive relationships.

If your complaint remains unresolved after discussing the issue with your Licensing Officer, we encourage you to contact the Licensing Officer’s team leader.  Please contact Licensing Direct at 1-877-980-5118 and ask to be directed to a team leader.

If you are not satisfied with our response to your concerns, you may contact: Sharlene Lively, Manager of Licensing.  Phone 250-378-3200 extension 50728 or email: sharlene.lively@interiorhealth.ca

Another way to make an anonymous complaint about a Licensing Officer is via the Safe Reporting Hotline.


 

MoH     PCQO