General Program Information

You have several options to share feedback about the services you receive while engaged in VAC’s Rehabilitation Services and Vocational Assistance Program. Your input helps us understand what’s working and what could be improved. One of the primary ways to provide feedback is through Participant Experience Check-in surveys.

Why Your Feedback Matters

These short surveys are one way for you to tell us about your rehabilitation journey. While completing them is optional, we strongly encourage all Participants to share their insights. Your responses help us gain a full, comprehensive picture of your ideas, concerns, and successes. This direct input provides insight into your experience while receiving rehabilitation services.

What Are the Participant Experience Check-in Surveys?

These surveys are designed to be straightforward and comprehensive. They consist of a series of 15-20 questions. You'll rate your level of satisfaction across ten key categories and have the opportunity to provide detailed comments.

You'll receive these surveys at three points in your rehabilitation journey:

1. Initial Check-in: Sent after your Rehabilitation Plan is approved, capturing your early experiences.
2. Mid-point Check-in: Sent about halfway through your Rehabilitation Plan, to gauge your progress and ongoing satisfaction.
3. Final Check-in: Sent after your File Closure Meeting, reflecting on your complete program experience.

What Kind of Questions Can You Expect?

The surveys cover various aspects of your experience, including:

• Timeliness: How efficiently your Rehabilitation Plan progresses and your RSS contacts you.
• Respect: Your perception of the level of respect you receive while participating in your Rehabilitation Plan.
• Accessibility: How easily you can access resources and support.
• Excellence: Your view on your RSS's knowledge, skill, and expertise.
• Accuracy: How accurately your RSS completes activities and reflects your needs in your plan.
• Family / Support Person: Your awareness and involvement of family or support persons in your plan.
• Collaboration: Your perspective on the teamwork between your RSS and VAC Case Manager.
• RSS Service Delivery: How well your RSS understands your challenges.
• PCVRS Service Delivery: Your thoughts on specific program attributes like competence, transparency, and consistency.
• Rehabilitation Progress: Your perceived level of satisfaction with your overall rehabilitation progress.

What Happens With Your Feedback?

The information we collect from the survey gives us a deeper understanding of your thoughts and feelings about your experience throughout your rehabilitation journey. We analyze these insights to:

• Identify areas for improvement
• Understand what's working well so we can build upon it
• Use your real-world experiences to make positive changes
• Monitor the quality and effectiveness of services

Beyond the Surveys: Ongoing Feedback Channels

We understand that feedback isn't always something that can wait for a scheduled survey. That's why we offer several ways for you to share your thoughts, ideas, or concerns at any point in your rehabilitation journey:

• Speak Directly to Your RSS or VAC Case Manager: Your Rehabilitation Service Specialist (RSS) is your primary point of contact at PCVRS and can listen to your feedback, answer questions, or help address concerns you have with your services. For everything else, please reach out to your VAC Case Manager.
• Connect with Your RSP: Your Rehabilitation Service Professional (RSP) works closely with you on the services outlined in your Rehabilitation Plan. Feel free to share your experiences and suggestions with them directly.
• Contact Us Anytime: Reach out to the RSS Team Manager, onsite clinic leadership, or the User Support Team at 1-877-455-2224.

If you still have concerns, you can mail PCVRS at:

PCVRS

Rehabilitation Services and Vocational Assistance Program

Suite 500 – 1803 Douglas Street

Victoria, BC V8T 5C3

•  Contact VAC: Call 1-866-522-2122 or email information@veterans.gc.ca

Your RSS is Here to Help!

Your Rehabilitation Service Specialist (RSS) is your dedicated point of contact at PCVRS. Please contact them if you have any questions about the surveys, need assistance completing them, or wish to discuss any aspect of your experience. They are there to support you throughout your entire rehabilitation journey, including helping you navigate the feedback process.

Thank you for sharing your voice to strengthen the Rehabilitation Program. It truly makes a difference!