The Patient Care Quality Office (PCQO) now asks every person accessing its services if they would like to voluntarily identify as First Nations, Métis or Inuit. By ensuring Indigenous clients feel safe and supported to identify themselves when they contact the PCQO, Fraser Health will be in a better position to hear their voices and respond to their needs.
Responding to the identification question is voluntary and clients can decline answering without any impact on the quality of the care they receive or the processing of their compliment, concern or complaint. Proof of ancestry is not required and Fraser Health will keep the information provided confidential. Read more at Share your story.
We recognize that navigating through the complex system of health care services and facilities can be overwhelming, especially if you are facing health challenges.
If we have not met your expectations, we are committed to working with you to find a reasonable resolution. Your feedback is our chance to improve the care or services we provide.
What's the first step to resolving a complaint (if the patient or resident is still receiving care services)?
Speak with the person who provided the service, or to the manager of the area. Complaints are best addressed and resolved at the time and place where they occur.
What if my complaint is not resolved (or if the patient or resident is no longer receiving services related to this complaint)?
Contact the Patient Care Quality Office (PCQO), who will act as the central access point for complaints that are not addressed at the service delivery level. The PCQO provides a clear, consistent, timely and transparent process for patients to register complaints about the care they receive from Fraser Health Complaints can be made in person, by phone, or in writing.
Mail:
Patient Care Quality Office
Fraser Health
11762 Laity St, 4th floor
Maple Ridge, BC V2X 5A3
Tel: 1-877-880-8823
Fax: 604-463-1888
E-mail: pcqoffice@fraserhealth.ca (or via the form below)
Office hours are Monday to Friday from 8:30 a.m. to 4:30 p.m. (in-person visit by appointment only). Closed on weekends and statutory holidays.
What can I expect if I submit a complaint?
You can expect us to:
- Deal with your complaint promptly and fairly
- Formally register your complaint
- Contact you within 2 business days of receipt of your complaint and provide a response to your concerns within 40 business days that includes any decisions and actions taken as a result of your complaint.
What if I am still not satisfied?
If you don’t feel your concerns were resolved based on the response of the Fraser Health Patient Care Quality Office, you may wish to contact the Patient Care Quality Review Board for an independent review of the process regarding care quality complaints. The Patient Care Quality Review Board is a separate organization from Fraser Health that reports to the Minister of Health.
Next steps
Submit your formal care quality complaint using the form below.
If you do not want to submit a formal care quality complaint, speak with the person who provided the service, or to the manager of the area to address your concern. Or if you want to submit a general concern, go back to our Contact us - Other form.