Providing a safe avenue for you to provide feedback about the care or services you receive within Fraser Health.
Indigenous people and their families accessing health care supports and services within the Fraser Health region have the right to expect a respectful health care experience based on mutual trust, and free of racism and discrimination.
We are 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 feedback, without fear of retribution or an impact on their health services and care.
To better support your care, Fraser Health will now be asking everyone submitting a compliment, concern or complaint to the Patient Care and Quality Office if they would like to identify as Indigenous. Responding to the 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.
Is asking someone to self-identify discriminatory?
Under the Canadian Human Rights Act, it is not discriminatory practice to collect information if it is intended to be used to eliminate discrimination of certain groups of individuals.
If I identify as Indigenous, how will this affect my feedback about the care or services I receive?
Choosing to identify is completely voluntarily and there is no impact on your health services or care. People who voluntarily identify as Indigenous will be offered information about cultural supports and services, such as Indigenous Health Liaisons or connections with services offered by First Nations Health Authority (FNHA) or local communities like Métis Nation British Columbia (MNBC). Your permission will be required prior to contacting external organizations (e.g., FNHA, MNBC).
What will be done with this information?
Collecting information on the Indigenous ancestry of people accessing our services will strengthen Fraser Health’s efforts to design and deliver more culturally safe programs and integrate traditional practices into the delivery of health care for First Nations, Métis and Inuit.
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 Indigenous Health Liaison. To access the services of an Indigenous Health Liaison, you can call toll free at 1-866-766-6960.
Your Indigenous can help guide and support you as you share your story or address a health care concern. The Indigenous 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.
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 cannot 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.
What can I expect when I submit my question, concern or complaint?
- Streamlined contact process. Please place one request with one contact person. If you place a single request through the Patient Care Quality Office (PCQO), we will track and follow it. Multiple requests can slow down response time.
- We will need as much information as possible.
- 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.
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
By phone: 1-877-880-8823
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?
The BC Ombudsperson is BC’s independent voice for fairness. It works to make sure public sector organizations are treating people fairly and following the rules. Indigenous Peoples 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.