Last updated: January 9, 2026
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 or care concern. 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 care concern (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. Care concerns are best addressed and resolved at the time and place where they occur.
What if my care concern is not resolved (or if the patient or resident is no longer receiving services related to this care concern)?
Hours of operation 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.
Contact the Patient Care Quality Office (PCQO), who will act as the central access point for care concerns that are not addressed at the service delivery level. The PCQO provides a clear, consistent, timely and transparent process for patients to register concerns about the care they receive from Fraser Health. Care concerns can be made in person, by phone, or in writing.
Tel: 604-476-7844
Toll free: 1-877-880-8823
Fax: 604-463-1888
E-mail: pcqoffice@fraserhealth.ca (or via the form below)
Mail:
Patient Care Quality Office
Fraser Health
Suite 400, Central City Tower
13450 – 102nd Avenue
Surrey, BC V3T 0H1
What can I expect if I submit a care concern?
You can expect us to:
- Deal with your care concern promptly and fairly
- Formally register your care concern
- Contact you within 2 business days of receipt of your care concern and provide a response to your concerns within 40 business days that includes any decisions and actions taken as a result of your care concern.
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 concerns. 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 concern using the form below.
If you do not want to submit a formal care quality concern, 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.