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Complaints & concerns

CRNBC addresses complaints about registered nurses, nurse practitioners and licensed graduate nurses.

Public Protection

Patient Care Quality Offices

Submit a complaint

Understanding the complaints process​​​​​​

Pub​lic protection

​CRNBC is required by law to regulate the nursing profession in the public interest. As part of this responsibility, CRNBC ensures:

  • The public is protected from incompetent, unethical, or impaired nursing practice.
  • Nurses do not practice unless they can do so safely.

When you have a concern about a ​nurse

​CRNBC receives complaints about the conduct or competence of a nurse from patients and their families, employers, and colleagues. We also receive complaints alleging that a nurse has a health ailment impairing his/her ability to practice safely. 

When you have a concern about a nurse's practice, we recommend:

  • if possible, you discuss the problem directly with the nurse, the nurse’s supervisor or both.
  • you consider pursuing the matter with the Patient Care Quality Office and/or health care agency where the nurse works if your complaint is not resolved to your satisfaction after speaking to the nurse and/or supervisor.

Regardless of how (or whether) you attempt to address your concern directly with the nurse or health care agency, you can always submit a written complaint to CRNBC.​

Patient  Care Quality Offices

Each health authority in British Columbia has a Patient Care Qualit​y Office. The purpose of these offices is to assist in the resolution of complaints. They have direct access to staff and health records  information to assist in addressing your concerns. 

 Fraser Health​  Interior Health
 Northern Health  Provincial Health Authority
 Vancouver Coastal Health  Island Health

Submitting a written complaint to CRNBC

​Complaints must be submitted in writing to CRNBC by email, fax or mail. Complaints must describe a specific concern about the conduct, competence, or health ailment (impairing practise) of an individual nurse. CRNBC does not have jurisdiction to review complaints that are not related to an individual nurse’s practice, such as health care facility policies.​

Preparing your complaint

​Your letter must include:

  • Your name, address, phone number and/or email where you can be reached. 
  • The name of the nurse about whom you are making the complaint. If you don’t know the nurse’s name, CRNBC may be able to assist you take steps to identify the nurse.
  • The hospital, health care facility, or location (e.g. in your home) where the complaint arose. If applicable, please include the nursing unit.

Details of the ​complaint

In order for us to investigate your complaint, we require specific details about what happened. For example:

  1. What did the nurse do to cause you concern? Please be as specific as possible in describing what took place.
  2. When did the incident(s) occur?
  3. Were there any witnesses to the incident(s)? If so, what do you believe they witnessed? Please provide the name and contact information for the witnesses.
  4. Describe in detail how you attempted to address these concerns with the nurse and/or the manager/hospital administrator. Please provide the name of anyone you spoke to in an effort to address your concerns. Please include any contact information you have for each individual, such as their title, phone number and/or email address.
  5. Please describe how you think your concerns could be resolved.

How to submit your ​​complaint

​Send your complaint and supporting documentation to CRNBC by:

​Important: In the course of an investigation, information provided will be disclosed, where relevant, to the nurse and witnesses in the course of the investigation. This disclosure is in accordance the Health Professions Act. Although most written complaints are resolved without a discipline hearing, information provided to or obtained by CRNBC in the course of investigation may become public if a hearing is required.

​If you have any questions about how to submit a written complaint, call the Nursing Concerns Coordinator at 604.736.7331 ext. 202 in Metro Vancouver or toll-free 1.800.565.6505 in Canada.​​​​

 Professional conduct review process

 Professional conduct notices

The majority of complaints are resolved through our consensual complaint resolution process.

Professional conduct notices:

 It's your right

Our work is guided by provincial legislation called the Health Professions Act. It is your right to submit a written complaint to CRNBC if you believe that the concerns that you have about a nurse's conduct or competence warrants a formal investigation by the regulatory body.

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