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.
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:
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 firstname.lastname@example.org; 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
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.
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.