We are experiencing high volumes. Our team is working hard but care quality reviews may be delayed.
The Review Process
If you have already brought your complaint to the health authority’s Patient Care Quality Office and would like the us to review your outstanding concerns, you must submit a review request form or call 1-866-952-2448. Please note that the Patient Care Quality Office has 40 business days to respond to you or must request your permission to extend that timeline.
Once we receive your review request form, we will be in touch within five business days to let you know it has arrived and whether we need any more information from you to move forward.
When we have the information we need, we will reach out to the health authority you contacted us about. We will confirm that the concerns you brought to us were previously submitted to the health authority’s Patient Care Quality Office and meet the Patient Care Quality Review Board Act’s definition of what the Board can review.
If your review request is accepted, we will notify the health authority Patient Care Quality Office that a review of their response is being conducted, and they will be asked to provide a copy of the information relating to your concerns.
We will gather all background information and facts relevant to your concerns and forward this information to a panel of Patient Care Quality Review Board members for their consideration.
We work hard to complete reviews in a fair, timely and effective way. Unfortunately, because of high volumes, the Patient Care Quality Review Board is currently exceeding the legislated 130 business days (approximately six calendar months) to complete the review and advise you of the outcome. If the review cannot be completed within that timeframe, you will be notified of an extension.
Once the review is complete, we will send you and the health authority a final review letter with the board's findings and recommendations, if there are any. If recommendations have been made by the review board following their review of your complaint, a copy of these will also be sent to the Minister of Health so that the ministry and health authority can work together to consider the implementation of those recommendations.
If recommendations have been made by the review board to the health authority, the health authority will also contact you to discuss the review board's final review letter.
