Phone-Based Service Aims to Simplify Access to Treatment and Support
SURREY — Fraser Health has introduced an expanded pathway for individuals seeking help with substance use, offering same-day access to care through its centralized phone service, Access Central. The initiative is designed to reduce barriers and provide quicker, more coordinated support for adults across the region.
Access Central connects callers directly with trained clinicians who can assess needs, offer guidance and facilitate entry into appropriate care programs. The service targets individuals aged 19 and older living within the Fraser Health region, as well as those seeking help for loved ones.
Direct Access to Clinicians and Immediate Support
Anyone reaching out to Access Central can speak with a clinician who will listen and evaluate their situation through a virtual clinical assessment. Based on individual needs, callers may be referred to appropriate treatment options, including in-person services where required.
The service operates daily from 8:30 a.m. to 8:30 p.m., including statutory holidays, and is accessible via phone or through an online callback request within 24 hours.
By centralizing intake, Fraser Health aims to streamline what has traditionally been a complex system to navigate. The model emphasizes ease of access and a stigma-free experience for individuals seeking help.
“Access Central provides timely clinical assessment, treatment and coordinated connections to care,” says Dr. Sarah Mark, addiction medicine physician, Fraser Health. “Together, we make what can feel like an intimidating process easier so people and their natural supports can access the right services without having to navigate the system alone.”
Range of Services Available Through Access Central
Comprehensive Care Options Tailored to Individual Needs
Through Access Central, individuals can access a range of substance use supports, including rapid clinical assessments and ongoing recovery services. The program offers both immediate and longer-term care pathways depending on each case.
Available supports include same-day or next-day clinical assessments, medical withdrawal management services when required, and substance use education alongside group counselling. Patients may also receive medical treatment for concerns related to opioids, alcohol, stimulants or other substances.
In addition to treatment, the service provides ongoing recovery support and, in some cases, transportation assistance for individuals needing help reaching withdrawal management facilities.
Where in-person care is necessary, clinicians can arrange appointments at Rapid Access to Addiction Care clinics, commonly referred to as RAAC clinics, which specialize in assessment and stabilization.
Continued Availability of Walk-In Services
Multiple Entry Points for Substance Use Care Remain in Place
While Access Central expands virtual and phone-based access, Fraser Health continues to offer in-person, same-day care through existing facilities. Individuals can still visit RAAC clinics directly for walk-in assessments and stabilization services.
Additional support is available at Mental Health and Substance Use Centres, as well as Urgent Care Response Centres (UCRC), ensuring multiple entry points into the system remain accessible.
This hybrid approach reflects a broader effort to meet patients where they are, whether through digital, phone or in-person channels.
Commitment to Community and Indigenous Partnerships
Fraser Health acknowledged that its services operate on the traditional, ancestral and unceded lands of the Coast Salish and Nlaka’pamux Nations, and that the region is home to 32 First Nations communities.
The organization states it is committed to serving Indigenous populations while recognizing and respecting the distinct cultures of First Nations, Métis and Inuit peoples across the Fraser Salish region.
With a workforce of more than 50,000 staff, medical professionals and volunteers, Fraser Health delivers hospital and community-based care to a rapidly growing population in British Columbia.
Lowering Barriers to Care
The launch and expansion of Access Central reflects a growing emphasis within Canada’s healthcare systems on improving access to mental health and substance use services. By simplifying intake and offering immediate clinical connections, Fraser Health aims to reduce delays that can prevent individuals from seeking or receiving timely care.
The centralized model is expected to play a key role in addressing increasing demand for substance use services, while helping patients and families navigate the system more efficiently.