Providing a safe avenue for you to provide feedback about the care or services you received within Fraser Health.
Indigenous patients and families have the right to expect a respectful health care experience based on mutual trust, and free of racism and discrimination. 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 and services we provide.
Fraser Health is asking all Indigenous peoples who would like to voice their experience, ask questions, or raise concerns, to connect with us. Clients and families have the right to raise concerns and receive a timely response to their concerns, without fear of retribution or an impact on their health services and care.
Where do I start?
Start locally: Concerns or complaints are best addressed and resolved at the time and place they occur. Speak with the person who provided the service, or to the manager of the area. If this is not possible, or you remain unsatisfied, please connect with an Aboriginal health liaison.
Your Aboriginal health liaison can help guide and support you as you share your story or address a health care concern. The Aboriginal health liaison can also advocate on your behalf to raise your concern within Fraser Health and ensure it is being addressed in an effective, timely and culturally safe manner.
How can I contact an Aboriginal health liaison?
What does Fraser Health need from me to address my question, concern or complaint?
- Your Patience. Some requests can be answered with a single phone call, others may take longer. We will try our best to answer your request in a timely manner. If you are dealing with a time-sensitive request, let us know and we will do our best to speed up your request.
- As much information as possible. All the background information you can provide will help us answer or address your questions, concerns or complaint.
- Place one request with one contact person. If you place a single request, we will track and follow it. Multiple requests can slow down response time.
- Your understanding and openness. In order to effectively address an issue it is important to examine all viewpoints. Information will also be provided that may explain an issue, or provide a basis for further discussion.
We recognize that navigating through the health care system can often be overwhelming, especially if you or someone you know is facing health challenges. If your concern can not be addressed with the person who provided the service, or to the local manager, we suggest contacting the Patient Care Quality Office (PCQO).
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.
How can I contact the Patient Care Quality Office (PCQO)
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 can I expect if I submit a complaint?
You can expect us to:
- Deal with your complaint promptly and fairly in a manner that is respectful and safe
- Formally register your complaint
- Contact you after receiving 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.
How else can I share my feedback?
BC Ombudsperson is BC’s independent voice for fairness, we work to make sure public sector organizations are treating people fairly and following the rules. Indigenous people wishing to share their experiences may contact the BC Ombudsperson:
First Nations Health Authority
Clients and families have the right to raise concerns and receive a timely response to their concerns, without fear of retribution or an impact on their health services and care. The First Nations Health Authority will support your cultural and psychological safety throughout the process. Clients and families may also choose to remain anonymous.