Privacy Policy

VGH & UBC Hospital Foundation respects your privacy. We do not rent, sell, or trade our mailing lists. The information you provide will only be used to periodically update you on the activities of the Foundation, including programs, services, special events, funding needs or opportunities to volunteer.

View the full VGH & UBC Hospital Foundation Privacy Policy.

Complaints Policy

Purpose

The VGH & UBC Hospital Foundation is committed to providing our donors, clients, researchers, corporate partners, participants, employees, volunteers, and the general public with a high level of service in the act of carrying out our mission.

This policy is intended to ensure that concerns raised by any of our stakeholders are responded to promptly and fairly in accordance with our organization’s high standards.

Guiding Principles (Imagine Canada)

All parties have the right to expect that:

• Complaints are dealt with promptly and resolved as quickly as possible
• Review of complaints is fair, impartial and respectful to all parties
• Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome
• Complainants are provided clear and understandable reasons for decisions relating to complaints
• Updates are provided to complainants during review processes
• Complaints are used to assist in improving services, policies and procedures

Definition

A complaint is an expression of dissatisfaction, whether justified or not, about the service, actions, or lack of action by the organization, or by a staff or volunteer acting on behalf of the organization. Complaints may come from the general public, donors, participants, patients, researchers, and/or volunteers.

We respond promptly to complaints. The staff member receiving the complaint will attempt to satisfy the complainant’s concerns in the first instance. A complainant who remains dissatisfied will be informed that he/she may communicate directly with President & CEO or the Chair of the Board of Directors.

Vancouver Coastal Health / Hospital Complaints

Occasionally the VGH & UBC Hospital Foundation receives complaints related to Vancouver Coastal Health or one of its facilities. In these instances the complainant is redirected to Patient Care Quality Office, Vancouver Coastal Health through email at pcqo@vch.ca; phone at 1-877- 993-9199 or 1-877-993-9199 or in writing at Rom CP 380 – 855 West 12th Avenue, Vancouver, BC V5Z 1M9

Confidentiality

Complaints shall be kept confidential when received. However, complaints that go forward will require that, if an individual is the subject of the complaint, that person and other persons involved must be advised in order to fully and fairly review the complaint.

Reporting

The President & CEO shall report annually to the Board of Directors any material and substantive complaints received during the period. The reported complaints shall be recorded in the Minutes of the Board meeting.