The staff and management of the Greenwoods Eldercare Society strive to provide the best possible care for our vulnerable and frail residents at the Greenwoods Complex Care facility. If we are not meeting your expectations or needs we would like to know about this problem. We are committed to doing what is possible to resolve concerns and complaints in a respectful and reasonable manner. If we are not working together to ensure that issues are resolved we are not achieving our most important mission: excellent client and resident care.
1) Bring your concern or complaint to the supervisor of the department. It helps us to resolve the issue if you can provide as much detail as possible regarding the nature of the complaint and the resolution you would ideally like to achieve. Concerns and complaints are most easily resolved when they are brought to our attention as close to the date of the concern arising as possible.
The department leaders are:
2) If your concern or complaint is not resolved in a satisfactory manner the next step is to bring your concern or complaint to the Acting Executive Director, Bill Slade. The Executive Director will investigate your concern or complaint with the department supervisor’s involvement and seek to resolve the issue as quickly as possible. Bill Slade 1-250-537-5561 Ext 222.
3) If your concern or complaint is not resolved in a satisfactory manner within the Greenwoods Eldercare Society process you can contact the Licensing Department of the Island Health at 1-250-519-3401 The Licensing department may assign a Licensing Officer to review your concern or complaint if it falls within the authority of this department to do so.
4) Concerns or complaints that are not resolved at any level within this process might be eligible for review and action by Island Health Patient Care Quality Office which can be reached at 1-250-370-8013.
For more detailed information, see the presentation: Resident Bill of Rights - How the Patient Care Quality Office, Licensing and Residential Facilities work together to resolve complaints.