Family feedback form

family feedback form

We welcome your feedback

As a child and family on the Canuck Place program have rights and responsibilities. The goals of this feedback form is to:

• Process any complaints promptly and fairly
• To document your complaint and share feedback with the clinical team when appropriate
• To work with you and your family to resolve the concern and provide assistance to ensure your safety and the improvement of the clinical program
• To respect child and family choice

Definitions

Compliments

A compliment is any overt expression of satisfaction with the care and/or service provided by Canuck Place.

Complaints

A concern and/or complaint is any 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. Your feedback is our chance to improve health care services

What to do if your child is still receiving care services

You can give feedback in several ways:

• You can speak to the person who cared for you and your child
• You can speak to that person’s manager
• You can speak to the Clinical Program Director to share your experience and concerns.
• You can complete a feedback form online

If you self-identify as an Indigenous person and/or family and have feedback to improve the delivery of health care to First Nations people in BC,​ the First Nations Health Authority (FNHA) Quality Care and Safety Office (QCSO) provides a supportive process to provide feedback.

More Information:

• The FNHA Compliments and Complaints Process
• What is a Learning and Healing Circle?

What can I expect when I share my experience?

• Our hope is to collaborate with you to come to a resolution. We respect a child and family may choose to remain anonymous. If you choose to identify yourself, the Clinical Program Director s will follow up with your complaint within three business days.
• The Clinical Program Director will:
  • Listen and respond with privacy and respect
  • Document your complaint
  • Gather information and outline options available to you
  • Partner to proceed towards a resolution
  • Provide a written response to summarize the process

What if my concerns remain unsolved after collaboration?

• If you feel dissatisfied with the resolution of your complaint after discussing and collaborating with the Clinical Program Director , we may wish to escalate the complaint to a Licensing officer
  • For a complaint related to the Vancouver site: VANCOUVER: Licensing Officer of the Office of the Chief Medical Health Officer of Vancouver Coastal Health at 604-675-3800.
  • For a complaint related to the Abbotsford site (Dave Lede House) or clinician based out of the Abbotsford site: ABBOTSFORD: Community Care Facilities Licensing Office, Fraser Health Authority. Central Intake Telephone Line: 604-587-3936

How to complete feedback

1. If possible name and two points of contact (preferably telephone and email) – you can choose to be anonymous
2. A brief description of your compliment or complaint
3. Location where it happened
4. Desired outcome
5. Please select if you have a preference of contact

Family Feedback Form