Let us know how we're doing.
Your feedback helps us improve the health care services we deliver. If you have a compliment or a complaint, please first speak with the person who provided the service or with the manager of the area.
Complaints are best addressed and resolved at the time and place they occur. If your complaint remains unresolved after discussing the issue with the service area, we encourage you to contact our Patient Care Quality Office.
If we have not met your expectations, we are committed to working with you to find a reasonable solution. Your feedback is our chance to improve the care or services we provide.
Do you want to provide feedback about a licensed care facility?
Residential care facilities within the Fraser Health area may not be operated by Fraser Health. Some are funded and operated by outside organizations. For those licensed care facilities, please contact the licensing office where the home is located.
Patient Care Quality Office
What's the first step to submitting a complaint?
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?
Contact the Patient Care Quality Office. Complaints can be made verbally, in person, by phone or in writing.
Mail: Patient Care Quality Office
11762 Laity St, 4th floor
Maple Ridge, B.C. V2X 5A3
Office hours are Monday to Friday from 8:30 a.m. to 4:30 p.m. Closed on weekends and statutory holidays.
What happens if I complain?
We will deal with your complaint promptly and fairly. It will not compromise your access or service. You can expect us to:
- Formally register your complaint.
- Work with you to resolve it.
- Respond within 40 business days to explain our actions and decisions.
If we can't help you with your complaint, we may refer you to someone who can.
What if I am still not satisfied?
If you don’t feel your concerns were resolved after the response of the Fraser Health Patient Care Quality Office, contact the Patient Care Quality Review Board for an independent assessment of the matter.
The Patient Care Quality Review Board is a separate organization from Fraser Health that reports to the Minister of Health.
Use the Whistleblower Hotline to report a known or suspected case of wrongdoing by Fraser Health.
The Whistleblower Hotline does not replace other ways to report such as through management, workplace safety or the Patient Care Quality Office. If you have a complaint, you are encouraged to use these existing reporting structures. However, if for any reason you don't feel those ways to report are appropriate, or if you are not satisfied with the outcome of your complaint, you can make a confidential and anonymous report to the Whistleblower Hotline.
Contact the Whistleblower Hotline
Call toll-free 1-855-656-2132 or send your confidential report by email.