We welcome any and all feedback from patients and families regarding their experiences with Canuck Place care and services.
Patient and family feedback helps inform direct care, our practices, and the policies of the organization. This can include compliments, concerns, or kudos to any member of our team.
Definitions
Compliment
Any expression of satisfaction with the care and/or service provided by Canuck Place.
Kudos
Giving a team or team member recognition of the impact they’ve had on you or your family at Canuck Place.
Feedback
An issue that you would like us to improve upon. It could be something that would make yours and other’s overall experience with Canuck Place better.
Concern
An overt expression of dissatisfaction with the care and/or service provided by Canuck Place. If the care you or your child received did not meet your expectations, we are committed to working with you to find a reasonable resolution.
You have options
Our aim is to make providing feedback as easy as possible, and you have the opportunity to inform how your feedback is used.
You can:
- Fill out the form below
- Call one of our Family & Patient Engagement Advisors
- Sara (778-792-5570) or Dana (778-791-1800)
What to expect when you fill out the Family Feedback Form
A member of our family engagement team will reach out to your preferred method of contact to confirm we received the form and any follow up needed. Our aim is to respond to all feedback within 3 business days. If you require immediate assistance, please utilize the numbers below for assistance:
- 24 Hour Clinical Care Line: 604-742-3475 or toll-free at 1-877-882-2288 (within BC)
- Canuck Place Abbotsford – Dave Lede House: 778-880-4847
- Canuck Place Vancouver – Glen Brae Manor: 604-731-4847 or toll-free at 1-877-882-2288 (within BC)
What to expect when you share your experience
Family & Patient Engagement Advisors will:
- Listen and respond with privacy and respect
- Document if you have a complaint
- Gather information and outline options available to you
- Be a support if you need to speak with members of the healthcare team directly
- Partner together to work towards a resolution
- Bring forward concerns to the clinical team where needed
- Follow up with the outcome of the feedback
- Forward compliments to the team(s) outlined
- Gather feedback for program improvements
What if my concerns remain unsolved after collaboration?
Our aim is to create an environment where we can respond and resolve concerns and complaints; however, we recognize that engaging directly with patient care quality offices or external agencies may be the preferred route. Below you will find links to other options to explore. If you are unsure what option to take, our Family & Patient Engagement Advisors can talk to you about all the options available to you including externally.
If you have an issue with the state of our facilities, you can reach out to the licensing officer in the region.