How can I make a complaint to the B.C. health system?

To make a complaint, start by identifying the correct person or department within the health facility and provide detailed documentation of your experience.

What are the common reasons for patient complaints?

Patients typically complain to understand what happened, to drive change for future patients, or to seek accountability and an apology.

Can my complaint about healthcare really change the system?

Yes, persistent complaints to the right channels, like those in B.C., can lead to significant improvements in patient care and system processes.

Home / Health / Patient Complaints Drive Systemic Health Changes

Patient Complaints Drive Systemic Health Changes

22 Nov, 2025

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Summary

Formal complaints can lead to significant improvements in healthcare.
Patient advocates suggest documenting all treatments and interactions.
Seeking accountability and clearer communication is vital for patients.

A widower's persistent complaint following his wife's death from uterine cancer has led to significant improvements in British Columbia's cancer care system. Charles Kinch's efforts, initiated after his wife Leslie Kissel died in December 2020, highlight how patient grievances can drive essential systemic changes, although the path to resolution can be challenging.

Dr. Rob Robson, a health-care mediator, emphasizes the importance of prompt and detailed documentation for anyone navigating the complaint process. He advises patients to identify a specific contact person within the health system and to persevere in seeking accountability and clearer communication to achieve better outcomes and foster learning within healthcare organizations.

This patient-driven advocacy underscores the need for healthcare organizations to actively listen and respond to concerns. While Kinch's complaint led to substantial commitments for change, other cases, like Keith Dury's unresolved issue from May 2025, illustrate ongoing challenges in patient complaint resolution. Robson reiterates that while patients must raise concerns, the system itself must improve its accessibility and accountability.