The complaint: Rei’s father was in hospital. She contacted our office concerned about the delays she was experiencing in receiving responses from Island Health regarding the concerns she had raised with them. She was worried that low staffing levels at the hospital were impacting her father’s care and safety. As she did not live locally she hired a private care attendant to assist with his care. Rei was also worried about the delay with her father’s placement in a long-term care home and that her father would lose his spot on the waitlist while he was hospitalized. As her father’s health had declined, they really needed him to be transferred to a long-term care home once he was released from hospital. Rei reached out to us when she did not receive a timely response to her complaint from Island Health.

What we did: We contacted Island Health to make enquiries and facilitate someone from Island Health contacting Rei back to discuss her concerns. The Patient Care Quality Office (PCQO) and program leaders at the hospital contacted Rei to discuss her concerns.

How we helped: As a result of the discussion with Rei, a manager apologized for the clinical gaps and shortages and offered to help her contact the clinical team with future concerns about her father’s care. Island Health also transferred her father to a new unit at the hospital. Rei was pleased with her conversation with the PCQO.

A long-term care access manager later contacted Rei and apologized for the delays and miscommunication. The manager also discussed Rei’s concerns with her about finding long-term care for her father. After leaving the hospital, Rei’s father was moved into a long-term care facility.

Rei was happy for the oversight of our office and thanked us for being there for her and her family.

Why it matters: Responding promptly to complaints can resolve issues efficiently. The clear communication that eventually occurred between Rei and Island Health led to a long-term care solution for Rei’s father.