Over the last year, CPSBC has developed and started operationalizing an implementation plan towards meeting the recommendations from the critical review of its formal complaints process. The goal of this work is to make the complaints process more accessible and culturally safe for Indigenous Peoples.
As part of meeting that goal, CPSBC will be regularly reporting on its progress towards implementing the review’s recommendations. A progress report on this implementation work is now available on the CPSBC website.
The formal complaints process review was conducted by the Castlemain Group, which specializes in research, engagement and collaboration with Indigenous people, communities and organizations. The review identified several key themes that were gaps in the current complaints process.
- accessibility
- cultural safety
- formal versus soft complaints
- communication
- resolution and accountability
- self-identification and data collection
While it will take time and effort to fully address the gaps, CPSBC continues to focus on breaking down systems and processes that have harmful impacts on Indigenous patients.
