J. Garnons Williams Ltd. will make every effort to address the concerns of the people we support and stakeholders of our services in a comprehensive,timely, professional and sensitive manner.  Complaints will not result in retaliation or barriers to service.  The people we support, families,employees, contractors, volunteers/students, advocates, and community members are encouraged to bring their concerns forward.  The complainant is encouraged to speak directly to the person involved; however, in many instances this may not be possible or appropriate.  For instance, if a person in the community expresses a concern regarding his/her conduct or that of the person being supported, the staff member should respond respectfully and request the complainant contact their Manager or Judy Williams and provide the contact information.

J. Garnons Williams Ltd. staff members must report any stakeholder complaint on the Conflict Resolution Form designed to track complaints and their resolutions (Complaint/Concern Form).

Responsibilities Regarding Complaints
It is the responsibility of all staff members to deal with complaints in a prompt, effective, comprehensive and objective manner.  Staff members are to inform any complainant of the Complaint Resolution Process.  All parties have a responsibility to deal with complaints with mutual respect.  Any private and personal information is disclosed only where it is essential to the resolution of the complaint and is otherwise kept confidential.  All efforts at complaint resolution will be guided by the following considerations: compliance with applicable legal and other regulatory requirements; compliance with applicable JGW policy;  the best interests of the person(s) being supported;  cultural sensitivity and inclusion; and general principles of fairness and practicality.

Anyone who may wish assistance with the presentation of a complaint may contact the main office,

Phone : 250-390-5056

Email: williamsjudy@shaw.ca

Compliance with Regulations
It is recognized that issues may arise where there are differences in the assessment of the best interest of the person served and the best methods for service delivery. Our goal is to work cooperatively whenever possible toward an acceptable resolution of the complaint. As service providers, however, we are required to meet standards for licensing, CLBC, health care plans developed by Health Services for Community Living and our internal Registered Nurse, doctors orders, CARF accreditation, collective agreements, provincial and federal legislation and Worksafe occupational health and safety.  Each of these external bodies has prescriptive standards and requirements that we are obliged to meet. Where these dictate the course of our actions, the details of the information will be provided to the complainant in writing for their information and consideration.  Relative to the requirements of each of those oversight bodies we will deal with each of them directly on interpretation and adherence to their standards.  Where there is a difference of opinion on how the standards are being applied and interpreted JGW will endeavor to gain written interpretation for consideration of the complainant.

Process
In situations of urgent health and safety concerns or rights violations, the complainant should make immediate contact with the Program Manager, whose contact information can be obtained through the administrative office.  If the Program Manager is unavailable Judy Williams should be contacted.

When hearing a complaint or serious concern the following steps apply:

Step 1: When a complaint is brought to the attention of a front-line staff member, he/she will:

  • Listen to the concern and clarify the issue(s) with the goal of resolving the complaint if possible);
  • Complete the Complaints Resolution Form;
  • Forward the form to the Program Manager within two days of the complaint;
  • If concerns remain, ensure the Manager has the necessary information to follow up.

Step 2: The Manager will make contact with the complainant within seven days to:

  • Verify whether or not a satisfactory resolution has been achieved;
  • If unsatisfactory, further explore the concerns and clarify the issues.  The goal is to resolve the complaint if possible;
  • Within seven days, provide a written summary to the complainant as to the outcome and reasons for any administrative decisions taken with respect to the complaint resolution;
  • Complete the Complaints Resolution Form;
  • Forward the form and copy of the written summary (along with any pertinent supplementary information) to Judy Williams within two days of the meeting.

Step 3: If the complaint is unresolved, Judy Williams will follow up with the complainant within seven days of the Manager’s completed Complaints Resolution Form:

  • Judy Williams will review the Complaints Resolution Form and related information
  • Contact the complainant.  At this time it may be proposed that there is the participation of an independent third party (e.g. CLBC analyst)
  • Resolve the complaint if possible
  • Liaise with CLBC to notify them there is a complaint and where we are at in the process of resolution.  It may be reasonable at this step to have CLBC involved to assist the family and agency towards resolution of the
    complaint.
  • Provide a written summary of the issue, conclusions and reasons to the complainant within seven days of their meeting/discussions.

Step 4: If the complaint remains unresolved after Step 3, the complainant will be advised that an external review will be required and the complainant will be provided with the following contact information for their follow-up:

Advocate for Service Quality 1-800-663-7867
CLBC Quality Assurance Office 1-855-664-7972
Community Care Facilities Licensing Branch: Medical Health Officer 1-250-475-2235
The BC Human Rights Tribunal 1-888-440-8844
Office of the Information and Privacy Commissioner for BC 1-800-663-7867
Office of Public Guardian & Trustee 1-604-660-4444
Ombudsperson BC 1-800-567-3247
Patient Care Quality Office (VIHA) 1-250 370-8323.

JGW representatives will make themselves available and provide relevant documentation to the third party investigators/mediators in support of a final resolution. Complaints will not result in retaliation or barriers to service.This does not limit our acknowledgement that a person supported or their families always have the option of following CLBC Conflict Resolution Policy.