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British Columbia

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The Patient Care Quality Review Board (PCQR)

Background

The Patient Care Quality Review Board (PCQR) is responsible for the  review of quality complaints in all of B.C. The PCQR members are appointed by the Ministry of Health based on expertise and experience. Members do not sit for more than two years and may be reappointed for consecutive terms at the discretion of the Health Minister.  Current health authority employees, board members and contractors are not eligible to serve on the Boards.

The PCQR is responsible for complaints within all six of B.C.'s health authorities. Each Health-care authority has its own Patient Care Quality Office (PCQO). It is recommended that complaints be directed through the appropriate PCQO who will pass the formal complaint to the level of the PCQB if necessary.

Helpful tips for navigating the site

  • Locate your Health Authority by selecting the link 'Patient Care Quality Office' on the site's homepage. You can use the map provided to determine which authority the health service relevant to your complaint falls under.
  • On the same page you can scroll down to access the corresponding contact information for your Health Authority.  A postal address, e-mail address, phone number, and fax number are provided for submission of your Review Request.
  • Review Requests can also be sent directly to the Patient Care Quality Board, who will then pass them to the appropriate PCQO. The contact information for the Board can be accessed from the site.
  • If you are unable to submit a written review request or need help with translation, you may submit your complaint verbally by calling 1-866-952-2448.
  • There is a helpful FAQ section link available at the top of the page.

Steps in the complaints process

  1. Once a complaint is received, the PCQO will examine it.  If the complaint is deemed appropriate for review by the Board, the PCQO provides a copy of information relating to the complaint. 
  2. The Board will review the facts, seek expert advice and/or clarification.
  3. The Board will send a final decision letter to the complainant and the health authority indicating recommendations.  A copy is also sent to the Minister.

How long will this take

Reviews by the Board are expected to be completed within a maximum of 120 business days and provide a response within an additional 10 business days. Health authorities are required to respond to recommendations within 30 business days.

Appeals process

The Boards can make recommendations to a health authority or to the Minister to improve the way complaints are handled, to improve the quality of patient care or to resolve specific care quality complaints.
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