Patient Care Quality Office

We’re committed to providing high-quality care in a respectful, caring, safe and culturally sensitive environment. If you or someone you know has received care at an Interior Health facility, you can share your compliment or concern so we may resolve your concerns, improve patient services or recognize excellence.

Submit a care concern
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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 safe and 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. 

Services outside of the PCQO

The Patient Care Quality Office (PCQO) does not review the clinical skill, judgment, or decision-making of physicians, midwives, nurses, or other allied health professionals. Concerns of this nature should be directed to the appropriate regulatory college. 

The PCQO is also unable to address issues with billing or parking, influence wait times or access to physicians, provide access to health records, or make changes to home and community care services. For assistance in these areas, please refer to the “Helpful Links” option in the pathway below.

Services within the PCQO

The Patient Care Quality Office (PCQO) reviews concerns related to care. If you or someone you know has experienced care that raised concerns, we encourage you to reach out. 

With your consent, we will review the relevant health record, consult with appropriate care teams and leadership, and provide a response to your concerns. 

If you would like to submit a concern with care that was received at an Interior Health facility, please use one of the following options:  

  • To use our weborm, select “Care Concern” from the pathway below 
  • Call 1-877-442-2001 to leave a message with the details of your concern or compliment.  
  • Email us at: PCQO@interiorhealth.ca 
  • Send us a letter via: Patient Care Quality Office, 5th floor; 505 Doyle Ave; Kelowna, BC; V1Y OC5 
  • We may offer an in person meeting at our Kelowna Health Services Centre when appropriate.  

Choose your path

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Care concern

A care concern is any worry or question about the health care you or someone you know has received. This may include concerns related to communication, safety, quality of care, or the overall patient experience. Submitting a concern will not negatively impact your care. We will use your preferred name and pronouns when communicating with you, and your personal information will be protected through secure and confidential processes.

Submit a concern
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Compliments

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
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Helpful links

View a list of commonly requested topics below to be directed to the appropriate resource.

View commonly requested topics
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What is the PCQO process?

  • Our triage team 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. 

Helpful links

Refer to our multilingual brochures for more information

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