Compliments & Complaints
As a client or family member, you are an expert in your own healing journey. Your lived experience and insight are vital to helping us improve the treatment experience in our programs.
Complaints
We take concerns about the quality of your care seriously. If we have not met your care expectations, please let us know.
If you have a complaint, you can:
- Address the concern with the person who provided the service or the manager of the unit
- Write a comment card and drop it in a comment box on site
If your complaint is not resolved, contact the PHSA Patient Care Quality Office (PCQO). The office will review your feedback, work to resolve your concerns, and find areas for improvement.
If your issue is not resolved by the PCQO, you can contact the Office of the Ombudsperson.
Compliments
If you have a compliment, share it with the person who provided the service or the unit manager.
You can also:
- Contact the PHSA PCQO
- Email bcmhsusinfo@phsa.ca
Ethics service support for patients and families
Making health care decisions can be hard. Are you struggling with a decision related to your or your loved one’s treatment? The PHSA Ethics Service offers free, confidential support to help you explore options and make a fair decision.
Patient experience and community engagement
The patient experience and community engagement team collaborates with staff, physicians, researchers, patients, clients and families across BC Mental Health and Substance Use Services to ensure that care is patient- and family-centred.
Our team believes that nothing that is about you should happen without you, which aligns with the Ministry of Health “Patients as Partners” initiative.
Learn how you can become a patient and family partner at BC Mental Health and Substance Use Services.