Compliments & Complaints

Overview

We welcome feedback from all of our clients. Positive comments about our services are disseminated to ensure that staff are recognized for their quality work.

Complaints are best resolved at the time and place they occur. If your concern is recent, please speak with the person who provided the service.
If your complaint still needs to be solved after you talk to the Laboratory staff, you can contact the BC-CfE Laboratory Management or the BC-CfE Management directly. You can make a complaint by phone, fax email.

BC-CfE Laboratory Management can be reached at:
  • email: lab@bccfe.ca
  • phone: 1-800-517-1119 or 604-682-2344 x62841
  • fax: 604-806-9463
BC-CfE Management can be reached at:

What can I expect if I complain to the BC-CfE Laboratory?

We welcome your feedback. Complaints will not affect your access to quality care. We will use your feedback to identify improvements to the quality and safety of client care.

At the BC-CfE Laboratory, we handle complaints openly and transparently. We coordinate with clients and health care providers during the complaint process.

  1. We will formally document your complaint and handle it quickly and fairly and impartially.
  2. Our office will work with you to resolve your complaint. We do this by connecting with the appropriate care providers and investigating relevant policies and procedures.

We will provide you with a response to your complaint. We will also explain the decisions and actions we took at the BC-CfE as a result of your complaint.

What can I do to prepare to file a complaint?

It is helpful to include as much detail as you can about your experience. Please be sure to share:

  • A clear description of your complaint.
  • The date(s) service was provided.
  • The names of any staff you spoke to about your complaint.
  • What outcome or resolution you seek.

What if I am still not satisfied?

If you are not satisfied with how your complaint was handled, you can contact the Patient Care Quality Review Board for an independent review of your complaint.

To request a review of your complaint by the Patient Care Quality Review Board, please contact:
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During the Canada Post strike announced September 25, 2025, the following measures will be undertaken to minimize service disruption to BC-CfE clients and providers.

  • The BC-CfE Laboratory has transitioned to private courier for delivery of outgoing reports and documents. Results required urgently can be faxed upon request. (Lab Contact Information: Phone 604-806-8775; FAX 604-806-9463)
  • The BC-CfE Drug Treatment Program (DTP) will fax outgoing forms and documents to the provider’s office. (DTP Contact Information: Phone 604-806-8515; FAX 604-806-9044)
  • St. Paul’s Hospital Ambulatory Pharmacy has transitioned to private courier for delivery of medications. We recommend requesting medication at least 2 weeks in advance in case of delivery delays, particularly to rural/remote parts of BC. (Contact Information: Phone 1-800-547-3622; FAX 604-806-8675)

During the Canada Post strike, we recommend that documents be faxed or couriered to our sites, versus utilization of regular mail service

The BC-CfE Laboratory is streamlining reporting processes for certain tests in order to simplify distribution and record-keeping, and to ensure completeness of results. Beginning September 2, 2025, results for the ‘Resistance Analysis of HIV-1 Protease and Reverse Transcriptase’ (Protease-RT) and ‘HIV-1 Integrase Resistance Genotype’ tests will be combined into a single ‘HIV-1 Resistance Genotype Report’.
For more details and example reports, please click on the button below

Laboratory Order Forms

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