Our commitment to client and family-centred care is central to delivering the high quality service our clients and their families expect from VHA. Listening to their open and honest feedback helps us understand what we’re doing well, identify opportunities for improvement and ensure our services continue to meet the needs of the people we serve.

As part of our commitment to excellent care, each year, VHA develops our annual Client Experience Report. From June 1, 2025 to May 31, 2026, VHA’s Client Engagement team collected and analyzed 4,068 pieces of feedback from our clients. This data included 2,758 completed client experience surveys, 701 unsolicited compliments and 609 complaints.

With the completion of this year’s report, we’re pleased to share some of the most notable highlights:

• Overall satisfaction of 87%
• 91% of respondents reported being treated with courtesy and respect
• 91 % of respondents reported feeling safe during their care
• 85% of respondents reported that the services are meeting their care needs
• 30% reduction in client and family complaints

VHA is proud of the progress we continue to make in delivering high-quality care and strengthening client engagement. Insights from our Client Experience Report guide our ongoing efforts to continually improve care planning, communication with our office and continuity of care.

“Providing the best possible care to our clients and their families requires more than just understanding and executing their care plan. It requires listening to their needs, understanding how they feel about the care they receive, and helping them feel involved in their own care journey.” – Kathy Sidhu, Director, Quality

Our sincere thanks to everyone who played a role in this report

Developing this report such is only possible through the clients and family members who take the time to report their feedback, the service providers who deliver the essential care our clients rely upon every day and the staff members who review, analyze and understand the data we receive. Ensuring VHA continues to make the excellent care we provide even better truly is a team effort and we appreciate every person who plays a role delivery of client and family-centred care.

Learn more about VHA’s 2025-26 Client Experience Report

Any additional questions about the report can be directed to the Client Engagement team at: clientengagement@vha.ca