Evergreen strives to provide exceptional care and customer service. If you have a concern about the quality of your care and/or experience with Evergreen we welcome you to voice your complaint by phone (604-264-7959) or via email to [email protected].
Once we have received your complaint, a member of Evergreen's Leadership team will:
- Contact you to paraphrase the details of the complaint to ensure accurate understanding
- Assess the severity of the complaint and determine if immediate actions are required while the investigation is underway to minimize any risk to the client or team member
- Investigate any supporting evidence, such as chart notes, timestamps, collateral reports, etc.
- If an Evergreen team member is named in the complaint, the nature of the complaint and any supporting evidence will be provided to this member.
- This team member will provide a verbal and/or written statement in response to the complaint and review their statement over the phone or in person with a member of Evergreen's leadership team
- The Leadership team will identify and implement education, training and/or practice changes to prevent the recurrence of a similar complaint in the future
- The Leadership team will follow up with the complainant regarding their satisfaction with the actions taken and resolution
- The Leadership team will ensure all complaints will be well documented.
