Quality health care is important to all of us at Island Health. Your feedback will further improve the quality of the health care system.
If you have a compliment or a complaint, please first speak with the person who provided the service, or to the manager of the area.
Complaints are best addressed and resolved at the time and place they occur. If your complaint remains unresolved after discussing the issue with the service area, we encourage you to contact our Patient Care Quality Office.
First Nations Health Authority (FNHA) Quality Care and Safety Office (QCSO) is an additional resource for Indigenous clients both inside and outside of the Island Health region. FNHA helps clients and their families navigate the complaints processes in the health care system.
For more details about their role, how they work, and their commitment to Cultural Safety and Humility and your privacy, please see FNHA Quality Care and Safety Office. Email quality@fnha.ca for more information.
NEW ONLINE FORM TO SUBMIT FEEDBACK
There is a new way for patients and family members to submit feedback. An online form has been created to allow patients to electronically register compliments and concerns.
Mailing address:
Patient Care Quality Office
Royal Jubilee Hospital
Memorial Pavilion
Watson Wing, Rm 315
1952 Bay Street
Victoria, B.C.
V8R 1J8
Hours:
Monday - Friday 8:30 a.m. - 4:30 p.m.
(closed on weekends and stat holidays)
In-person meetings are available 8:30 a.m. - 3:30 p.m. during normal business hours.
250-370-8323 Toll-free: 1-877-977-5797
patientcarequalityoffice@islandhealth.ca
Learn about the steps you can take to let us know your concern about quality of care.
What if I'm not sure how to talk about my concern, or I need more information?
We understand that sometimes you are not sure what your concern is, or you feel you need more information before you can approach your care team. Sometimes you may still feel that your concern was not resolved, even after discussing the issue with your care team. The following resources may help you learn more about your question or concern.
 I feel I have not been respected Island Health staff and physicians follow a Code of Conduct that is intended to support ethical behaviour and decision making. Visit our Code of Conduct & Policies page to learn more about our Respectful Workplace and Confidentiality and Privacy policies. |
 I feel my Indigenous culture has not been respected We strongly believe in respecting the differences that each person brings to the whole and that all should have Cultural Safety. |
 I am concerned my privacy has not been respected Island Health believes that caring of information is one way of caring for people. For more information, visit the Information Stewardship, Access & Privacy page. |
 I want to speak with someone about a cultural or spiritual matter Do you need to find a way to express yourself or connect to your culture, faith or beliefs? Caring for you means caring for all aspects of your life. If you would like cultural, emotional or spiritual support, visit our Spiritual Health webpage to learn how a Spiritual Health Practitioner can help. |
 I want to know more about how I can express my wishes for my care This can be a difficult conversation. There is help. Learn more about Advance Care Planning Services. |
 I want to know more about Medical Assistance in Dying Learn more about Medical Assistance in Dying (MAID). |
 I feel like what is happening in my family's care is not right and against my values and beliefs Island health knows that there are times when there are different values that conflict and get in the way of our relationship with our patients and clients. For help visit the Ethical Care page. |
These are only a few of the questions and concerns that you might have. If you have not seen your question here please contact the Patient Care Quality Office.