We value your feedback. If someone on our team provided exceptional care—or if something didn’t meet your expectations—we want to hear from you. Your comments help us continually improve our systems, our people, and the care we deliver.
Everything you share is confidential, and your feedback will never affect your care.
Patient Rights and Responsibilities
At PCRM, we believe that every patient deserves care that is respectful, informed, culturally safe, collaborative, and centered on their unique needs and values. Person-centred care means you are an active partner in your health journey, and our team is committed to supporting you with dignity, transparency, and compassion.
Below is our Patient Rights and Responsibilities Charter, which guides how we work together to ensure safe, high-quality, and respectful care.
Your Rights as a Patient
1. Dignity, Respect, and Cultural Safety
You have the right to:
- Be treated with dignity, respect, compassion, and cultural humility at all times.
- Have your identity, culture, beliefs, values, spirituality, and personal characteristics acknowledged and respected.
- Receive care that is free from racism, discrimination, and bias.
2. Privacy and Confidentiality
You have the right to:
- Have your personal and health information kept private and confidential.
- Have your identity and records verified in a manner that protects your privacy.
3. Information and Transparency
You have the right to:
- Clear, timely, and honest information about your diagnosis, treatment options, progress, medications, risks, and next steps.
- Ask questions and receive answers you can understand.
- Access your own health record.
4. Participation in Your Care
You have the right to:
- Be an active partner in decisions about your care.
- Express your values, preferences, cultural or spiritual needs, and how you wish to be addressed.
- Choose who is involved in your care and who receives updates about your health.
- Accept or refuse any treatment, examination, test, or procedure.
- Accept or decline involvement of residents, fellows, or students.
- Accept or decline participation in research.
5. Safety and Support
You have the right to:
- Safe, high-quality care that considers your physical, emotional, mental, cultural, and spiritual well-being.
- Access to information and resources that support your health goals, such as stress management, healthy lifestyle strategies, and educational materials.
- Clinical pathways or care plans that are individualized to your needs, updated throughout your care journey, and shared with you.
6. Raising Concerns
You have the right to:
- Comment on your experience or raise concerns without fear of judgment or reprisal.
- Have concerns addressed respectfully, fairly, and in a timely manner.
Your Responsibilities as a Patient
Providing safe, effective, and person-centred care is a shared responsibility. To support your care team, we kindly ask that you:
1. Provide Accurate Information
- Share complete and truthful information about your health, medications, symptoms, and relevant personal history.
- Update us promptly if anything changes.
2. Participate in Your Care
- Engage in discussions about your care plan and let us know your goals, preferences, and concerns.
- Ask questions when something is unclear.
- Follow the agreed-upon care plan to the best of your ability.
3. Respect and Courtesy
- Treat staff, other patients, and visitors with courtesy and respect.
- Refrain from any behaviour that is disruptive, discriminatory, abusive, or unsafe.
4. Consideration of Safety
- Follow safety instructions provided by your care team.
- Let us know if you feel unsafe, unwell, or unsure about any part of your care.
5. Shared Decision-Making
- Communicate your decisions regarding treatment, including any refusal of care, participation in teaching, or research involvement.
- Inform us if you require cultural, linguistic, or spiritual supports.
Ethical Decision-Making and Your Care
If ethical dilemmas arise in your care:
- We follow a clear, documented process to ensure decisions are inclusive, transparent, culturally safe, and centred on your well-being.
- Ethical issues are addressed within a defined timeline and involve the necessary team members and stakeholders.
- Your values, beliefs, and preferences are central to the decision-making process.
Access to This Charter
Our Patient Rights and Responsibilities Charter is publicly available on our website and is reviewed with you as part of your admission and consent process.
How We Handle Patient Concerns
When you submit a concern, it goes directly to the clinic’s Medical Director and Managing Director. They will review your feedback and contact you for additional information, if needed.
You can expect:
- Initial follow-up within 10 working days.
- A full review of your case by our management team.
- Recommendations for process improvement or communication enhancements based on the findings.
- Notification once any changes have been implemented.
If at any time you feel your care-related concern is not being addressed, you have the right to contact the College of Physicians and Surgeons of British Columbia at this link.