We are experiencing high volumes. Our team is working hard but care quality reviews may be delayed.
Patient Care Quality Complaints
We review concerns from patients and their representatives about the policies and procedures that guide health authority services. This can include services provided by a health authority through a contracted agency, as well as services that someone expected to receive from a health authority but did not.
Each of the five regional health authorities and the Provincial Health Services authority have a Patient Care Quality Office (PCQO). The health authority PCQO is the first step for an investigation into concerns about health authority services. We review any concerns still outstanding after the PCQO response, including concerns about the PCQO response itself.
As a result of our reviews, we may make recommendations to a health authority or to the Ministry of Health for how to improve the way that services are provided or concerns from patients are handled. If we receive a concern that we cannot review, we will direct you to any investigative or regulatory body that can.
If you have already been to your health authority's PCQO, you can request a review of outstanding concerns from us.
If you have not yet been to your health authority's PCQO, you can contact them to investigate your concerns.
We are legislated by the Patient Care Quality Review Board Act, which you can read online in full at BC Laws. You can also read about our board members online at the Crown Agencies and Board Resourcing Office.
If you have any questions, please contact us at:
Patient Care Quality Review Boards
PO Box 9643
Victoria BC V8W 9P1
Toll Free: 1-866-952-2448
Fax: 250-952-2428
Email: contact@patientcarequalityreviewboard.ca
You can also read about our board members online at the Crown Agencies and Board Resourcing Office.
Understanding the Legislation Behind the Complaints Process
The Patient Care Quality Review process is guided by the Patient Care Quality Review Board Act, which sets out how patient concerns are handled and reviewed in British Columbia.
Two key directives issued under this Act explain the roles and responsibilities of the health authorities' Patient Care Quality Offices and the independent Patient Care Quality Review Board:
- Directive under Section 6 – Patient Care Quality Offices (PCQO)
Each health authority must have a Patient Care Quality Office that receives and responds to complaints about the quality of care. The directive under Section 6 outlines how these offices are established, their responsibilities, and how they are expected to respond to patient concerns.
View the Section 6 Directive (PDF) - Directive under Section 16 – Patient Care Quality Review Board (PCQRB)
The Patient Care Quality Review Board provides independent reviews of care quality complaints that were not able to be resolved at the health authority level. The directive under Section 16 provides guidance on how the Review Board accepts, reviews, and responds to these requests, including timelines, consent requirements, and how recommendations are made.
View the Section 16 Directive (PDF)
These directives work together to ensure that patient care quality concerns are addressed fairly, transparently, and consistently — first by your local health authority (through its Patient Care Quality Office), and then, if needed, by the Patient Care Quality Review Board.
