Yúustway
Health & Wellness

At Yúustway Health and Wellness, we welcome and encourage feedback from Skwxwú7mesh Stélmexw (Squamish people) and all clients who access our services. Sharing a compliment, concern or complaint is a meaningful way to guide and strengthen the care we provide. Rooted in the values and guiding principles of the Skwxwú7mesh Úxwumixw (Squamish Nation), our feedback process is designed to be respectful, culturally safe, and grounded in trust.

We recognize the importance of listening deeply and responding in ways that reflect accountability to our community. Compliments are shared with the teams involved if provided consent, and concerns are taken seriously in a timely manner, and handled through a clear, supportive process. Clients are also supported in bringing forward concerns to external health authorities if needed. Your feedback helps us walk together towards wellness in a good way. We strive to uphold the highest quality of care for all.

Please note that the complaints process is only intended for the services we provide to our clients and patients. If you want to request Yúustway Health and Wellness provide new or different services that we do not currently offer, please provide feedback to our team and we will take note of this in the hopes of expanding our services in the future if funding and resources permit.

To make a compliment or complaint, or for support in making a complaint against any external Health Care Provider of Facility, please email the Yúustway Health and Wellness Quality Improvement department: YHW_QualityImprovement@Squamish.net

Or phone the Yúustway Health and Wellness main office and ask to speak with the Senior Manager, Quality Improvement.

Phone: 604-982-0332

What Happens After You Submit a Compliment, Complaint, or Concern?

Compliments

Your kind words will be shared with the team involved to celebrate and encourage good care.

Complaints or Concerns

Your concern is taken seriously. You will receive a response within 7-10 business days from the date of submission. If your concern or complaint is not resolved at that stage, it will be escalated to senior leadership, with each level of review taking an additional 7-17 business days. Throughout the process, we are here to support you. You also have the option to contact outside health authorities at any time if needed.

At Yúustway Health and Wellness, we honour the sacred teachings of Skwxwú7mesh Úxwumixw (Squamish Nation) by walking along side Skwxwú7mesh Stélmexw (Squamish people) as true partners in care. Guided by humility, respect, accountability, and reciprocity, we are committed to creating a culturally safe space where healing can take place as well as focus on continuous quality improvement. Clients, families, and caregivers have the right to compassionate, high-quality care that affirms cultural identity, supports informed decision-making, maintains privacy, and welcomes feedback. With this comes the shared responsibility to treat others with dignity and kindness, communicate openly, participate in care planning, and respect the space, teachings, and people within our circle of care. Through mutual trust and respect, we build strong relationships that uplift the health and wellness of our community.

If you would like more information on what it means to be Partners in Care, you can access the full list of Partners in Care expectations here.