Many of these rules are barring concerned loved ones from monitoring the care their loved ones are receiving in hospitals, public and private and facilities. Health authorities are also creating systematic barriers and limiting contact with people in these health care settings. Below are some of the ways people can take action and advocate for loved ones in these situations.
Patient Care, Treatment Planning and Ways to Advocate for Loved Ones
Ask for a Social Worker to be assigned to work with your loved one and the family. The role of SW's is to ensure family members are involved in ongoing care and discharge planning.
Ask to speak with the Charge Nurse in hospital, and/or in a residential care facility (if they have one) to discuss your loved ones care plan and treatment.
Ask to speak with the Most Responsible Physician (MRP) who is providing health care to your loved one to discuss your loved ones care plan, treatment and discharge plan.
Ask to speak with Manager of the unit, or facility to share your concerns with them and seek timely resolutin for this. Ask for their name and contact information.
Tips for Managing Institutional Care of Loved Ones
- Contact your loved ones GP/family doctor to update them if their patient has been hospitalized. They may be needed to also become an advocate during hospital, or facility care, and will be needed for continuity of care post-discharge.
- Keep a running log of dates, names of professionals, contacts with them and significant information, changes in medications and treatments.
- Request a Care Plan meeting to discuss your loved ones situations, needs and treatment.
- Request a Discharge Planning meeting at the time of intake to hospital prior to loved ones' discharge from hospital, or other facility.
- Ask if referrals have been done for community services, including Home Health (or other important resources) assessments for transitioning home and/or when those referrals will be done as discharge planning occurs.
- Ask for community resource information sheets that would be helpful for your loved one and family caregivers.
- Ask for the names of community support organizations that can support your loved one and family caregivers.
- Formal complaints and requests for intervention can be made by loved ones for those receiving care in Health Authority resources, including hospitals and residential care facilities.
Find contact information for each Health Authorities PCQO office to start there with a formal complaint.
Link: https://www.patientcarequalityreviewboard.ca/makecomplaint.html
Fraser Health Authority
Link: https://www.fraserhealth.ca/about-us/compliments-and-complaints#.XrWkxWhKiUk
Interior Health Authority
Link: https://www.interiorhealth.ca/YourCare/PatientCareQualityOffice/Pages/default.aspx
Northern Health Authority
Link: https://www.northernhealth.ca/contact/patient-care-quality-office
Providence Health: St. Paul's and Mount Saint Joseph's Hospitals; Various facilities
Link:
Provincial Health Services Authority (PHSA): BC Children's Hospital; BC Women's Hospital
Link: http://www.phsa.ca/about/accountability/patient-experience/compliments-complaints
Vancouver Health Authority
Link: http://www.vch.ca/about-us/contact-us/compliments-complaints/patient-care-quality-office
Vancouver Island Health Authority:
Link: https://www.islandhealth.ca/patients-visitors/patient-care-quality-office
Formal Complaints
In some situations, individuals experience substandard care and systemic problems. In these cases, individuals, or loved ones can file formal complaints with the following offices:
Ombudsperson of BC
Link: https://bcombudsperson.ca/
Talk to someone, file a complaint, report wrongdoing: https://bcombudsperson.ca/contact/
Seniors Advocate of BC
Speak with one of our Information & Referral analysts, Monday to Friday from 8:30 a.m. – 4:30 p.m. (except statutory holidays).
