Compliments, Concerns, Feedback

Share Your Feedback on Care

At Island Health, quality health care matters to all of us. Your feedback helps us continue to improve the care and services we provide.

Compliments

If someone from our team has made a positive difference in your experience, we’d love to hear about it, visit our Sending a Compliment page to learn more.

Concerns

If you have a concern:

  1. Start at the source – please speak directly with the staff member who provided the service, or their manager. Many issues can be resolved quickly at the time and place they happen.
  2. If unresolved – contact our Patient Care Quality Office (PCQO). We are here to listen, review your concern, and work with you toward a fair resolution.

Additional Supports

First Nations Health Authority Quality Care and Safety Office

This office offers support for First Nations clients and families both inside and outside of Island Health. The office can:

  • Help navigate the complaints process.
  • Provide guidance rooted in Cultural Safety and Humility.
  • Ensure your privacy is respected.

quality@fnha.ca
Learn more: FNHA Quality Care and Safety Office

Métis Nation British Columbia – Métis Health Experience Program

This program provides a safe, Métis-led space to share health experiences, seek support, and advocate for change. It is open to all Métis individuals, families, and communities across BC.

  • Helps Métis clients navigate the health care feedback process.
  • Encourages story sharing to ensure Métis voices are represented in health care improvements.

healthexperience@mnbc.ca
Learn more: Métis Health Experience Program

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.

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 Island Health Ethics Services page.