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Islanders at Heart

Concerns and Complaints Process​

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. 

The process:

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:

  • Barb Williams: Director of Care
  • Corey Mireau: Leader of Human Resources and the Braehaven Assisted Living Manager
  • Bill Slade: Leader of Accounts and Projects
  • Jacquie James: Leader of Food and Nutrition Services
  • Nikki Hanssens: Therapy, Recreation and Volunteer Services Coordinator.
  • Irene Lundy: Building Maintenance Services

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 Executive Director, Aletha Humphreys. 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. Aletha Humphreys 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 RightsHow the Patient Care Quality Office, Licensing and Residential Facilities work together to resolve complaints.