Sarah was originally from Vancouver, but had been residing in a tertiary care mental health facility operated by Fraser Health. For several years, Sarah had asked her facility to help her move back to a facility in Vancouver, where she would be closer to disability resources and her social supports in the area.

Sarah told us that despite her repeated requests to be transferred to a Vancouver Coastal Health facility, she was told that a move was not possible and she would be required to remain in the Fraser Health region to access the ongoing mental health services she required.

We investigated Sarah’s complaint and learned that she had initially requested a resident transfer and been placed on a waitlist with Vancouver Coastal Health in 2007. However, as she was requesting transfer from a residential facility in another health region, she was not considered a priority for placement.

We looked at the policy relating to requests for tertiary care transfers between the health authorities. Although a draft policy existed, this process had never been formalized between the health authorities to help direct staff when faced with transfer requests.

We requested that Fraser Health formalize this policy with the other health authorities so as to help staff respond to patient requests for transfers in tertiary care. Fraser Health agreed to do so. In addition, Fraser Health agreed to work with Vancouver Coastal Health to prioritize Sarah for a move to a resource suitable for her needs in the Vancouver area. Sarah was moved to a facility in Vancouver and reported to us that she was happy with her new home.