Report a Concern
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How to submit a concern

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.

How to request a decision review

Some statutory decisions have a review, reconsideration, and/or appeal mechanism written into the legislation and this decision review section does not apply to those. We will advise you if the mechanism exists and how to access it.

This review protocol is for decisions that are not defined in legislation and this review is limited to whether or not the decision maker followed a fair process and/or applied health authority operational guidelines.

Follow these steps:

  1. Discuss your concerns with the staff member involved and request the rationale for the decision.  Use this opportunity to provide your reasons for disagreeing with the decision.
  2. If resolution cannot be achieved, refer the matter to the staff member’s immediate Supervisor.
  3. The Supervisor will review the issue with both the client and staff member involved.
  4. The Supervisor will review whether or not the staff member followed fair process and applied health authority operational guidelines.
  5. If you find reasonable grounds to disagree with the Supervisor, refer the matter to the Manager.  Provide a written statement of the issue, including the information provided to you by the Supervisor and any other relevant material.  Include an explanation for the grounds for review and the remedy sought.
  6. The Manager will inform you whether or not there are sufficient grounds for a review of the decision.  If so, the Manager will conduct a review of process used by the decision maker and determine if the health authority operation guidelines were followed.
  7. The Manager will inform you of the decision, in writing.


 

MoH     PCQO