Stories of substandard treatment, challenging working conditions and a culture of fear have been laid bare in troubling revelations about Kelowna General Hospital and the Interior Health Authority.
Recent concerns over pediatric care ignited widespread concern from staff, patients, and community leaders over broad based deteriorating conditions within the facility and across IH.
A town hall held on July 2 at the Capri Hotel saw about 100 attendees speak to organizational dysfunction within KGH IH. Hosted by three Kelowna-area MLAs — Gavin Dew, Kristina Loewen, and Macklin McCall — doctors, residents, and families shared their frustrations and pain.
A central theme during the town hall was the pervasive culture of fear reportedly entrenched within IH.
Multiple speakers, including frontline healthcare workers, referenced a so-called “gag order” that they said discourages staff from raising concerns about hospital operations under threat of retribution.
One MLA noted hearing repeated accounts of workers fearful of speaking out, with some insisting their names remain anonymous when voicing concerns.
“We had to negotiate with media cameras to make sure that people were not on camera because they were fearful of retribution. That is not a system that is working. That is not a system that is functional, and that is not how we should allow our health authorities to operate,” Dew told Phil on AM1150s The Early Edition.
“I don’t think anybody sets out to build an organization with a culture of fear. It’s something that happens because dysfunction sets in and then denial sets in.”
Healthcare professionals present described an environment where feedback is not welcomed, and constructive criticism is often met with hostility. This culture, they warned, is eroding worker morale during a time when the system is already strained.
The resignation of Interior CEO Susan Brown last week has further highlighted existing tensions. Brown, who had been facing increasing scrutiny, announced her early departure following a barrage of criticism over management decisions.
The pediatric in-patient unit at Kelowna General Hospital, a 10-bed ward, has been closed since late May due to staffing shortages.
Pediatricians and healthcare workers have repeatedly pointed out that the issue is not a lack of qualified professionals but a toxic and unsustainable working model that forces many to leave KGH.
The ongoing closure has left families scrambling for service while further illuminating systemic dysfunction.
Several participants at the town hall emphasized the need for significant reform, starting with leadership and cultural transformation. Suggestions included seeking external, independent leadership for IH rather than promoting from within the existing structure.
The implementation of an independent, third-party audit was another frequently mentioned step, with community leaders and MLAs insisting that an objective review could expose the roots of the long-standing issues and restore cohesion within the fragmented healthcare system.
Dew captured the urgency of the situation, saying, “It’s critical to have honest conversations and real leadership to turn this situation around.”
Dew and others criticized the perceived lack of accountability from higher levels of government, questioning whether the provincial Ministry of Health has adequately prioritized the region’s needs.
Perhaps most powerfully, families and patients shared heartbreaking accounts of the human toll.
From stories of delayed diagnoses to inadequate treatment capacity, many recounted tragedies that might have been prevented with proper care systems in place.
The town hall follows a visit from Health Minister Josie Osbourne, who said expressed support for the people working to keep the hospital going.
She called the dedication of hospital staff “inspiring,” and admitted that Kelowna’s rapid growth has outpaced available resources. Osbourne did not attend the town hall.
Last week, IH said four new physicians have accepted roles in the department, but the unit does not yet have the required number of pediatricians to safely resume operations.
IH said other ongoing steps to address the issue include collaboration with doctors’ groups and appointing a third-party facilitator to make recommendations on strengthening pediatric services.
The organization said it remains committed to resolving these challenges and providing timely updates to the community as progress is made.
