Provincial Workplace Health Contact Centre Updates Reporting Process

In response to feedback from the BC Nurses’ Union, health employers and callers, the Provincial Workplace Health Contact Centre (PWHCC) has implemented some key changes to their operations to improve access, offer flexibility and ensure a more effective approach to follow-up. 

As of May 6, an expanded voicemail system has replaced the discontinued callback option. Members may now leave a detailed message 24 hours a day, seven days a week. The ability for callers to leave a voicemail with critical information, such as alternate contact numbers, work location and identifying details (e.g., name, date of birth), in addition to their preferred time for a callback, significantly improves PWHCC’s ability to successfully reconnect with callers. The callback model did not allow for this information to be captured. 

The PWHCC has also implemented a respectful communication reminder within the call menu that reinforces their commitment to support callers, acknowledges the stressful nature of workplace incident reporting and sets clear expectations and boundaries for respectful interactions throughout the reporting process. 

These changes are intended to provide a more nimble, effective, and quality-focused contact centre experience for members reporting workplace incidents. 

BCNU encourages all members experiencing a workplace illness, injury, incident, or near miss to follow their workplace incident reporting process. Members working at BC health authorities can report incidents through the PWHCC by calling 1-866-922-9464. 

Reporting is critical to strengthening both psychological and physical safety in health-care workplaces. To learn why reporting matters and access reporting resources, visit BCNU’s Shine a Light. Report it. campaign page. 

If you experience concerns or challenges when reporting to your employer or through the PWHCC, submit an OHS – Prevention request through the BCNU support page or email   healthandsafety@bcnu.org.