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.

Purpose

From time to time, the Foundation may receive complaints from a member of the public related to Foundation policies and procedures, how these are applied or the conduct, activities or actions of the Foundation or its representatives. 

The purpose of this policy is to ensure that concerns raised by any interested party are received and responded to promptly and fairly in accordance with the Foundation’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; and
• complaints are used to assist in improving services, policies and procedures.
  
  

Vancouver Coastal Health / Hospital Complaints

Occasionally 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

Privacy Policy

At VGH & UBC Hospital Foundation, we highly value the trust and confidence placed in us by our donors and supporters. We are committed to protecting your privacy and ensuring that your personal information is handled securely and responsibly.