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FAQs - Patient Concerns

OFFICE OF PATIENT RELATIONS

Frequently Asked Questions (FAQ)

How does the AHS - Calgary area ensure that my message of thanks gets to the right staff members or health-care providers?

One of the greatest rewards that doctors, health-care providers and staff can receive is praise and appreciation from their patients and/or family members. Knowing that their efforts are recognized and appreciated is rewarding and professionally satisfying.  Your message is relayed to the manager of the program as well as any individuals you have specifically named in your message.

Should I contact the Office of Patient Relations if I have a concern about my family doctor?

Yes, you can contact our office. If you have a concern with your family physician we suggest that you discuss the concern directly with your family physician. If after discussing your concern with the family physician you still have unresolved issues, you have the right to contact the College of Physicians and Surgeons of Alberta at 1-800-661-4689 for further assistance.  Alberta Health Services does not have jurisdiction over private family physician practices.

What if I have a concern about the care and treatment provided by a physician while receiving care at one of the AHS - Calgary area health care facilities?

Over 3,000 physicians practice within the boundaries of the AHS - Calgary area. The vast majority of these physicians are not employees of the Alberta Health Services, but have been granted "appointment and privileges" as independent practitioners. This allows them to provide care in AHS facilities and to use AHS resources. Physicians are licensed and regulated by their professional body, the College of Physicians and Surgeons of Alberta. If you as a member of the public have a concern relating specifically to the medical care provided to you by a physician in our facility, you can contact the Office of Patient Relations at 403-944-2077 or 403-944-2080 for assistance.

What if, after the AHS - Calgary area concludes the review of my concern, I am not happy with the outcome?

If we have completed our review and provided you with a decision regarding your concern that is not satisfactory to you, you may contact the Office of Patient Concerns to discuss other resolution options. If your concern relates to a member of a professional association, you may also contact the related regulatory body. For instance, you may contact the College of Physician and Surgeons of Alberta at 1-800-661-4689 for assistance with a concern relating to a physician or the College & Association of Registered Nurses of Alberta at 1-800-252-9392 for assistance with a concern relating to a nurse.

Where can I find contact information for a doctor who works in the AHS - Calgary area?

Visit the Calgary Health Region Physician Directory

Where can I find a family doctor who is accepting new patients in the AHS - Calgary area?

You can find a list of family doctors accepting new patients 'here' 

How can I access my AHS - Calgary area hospital health records?

Health records can be accessed in two ways:

  • Your family doctor can fax a request to the health records department of the hospital in which you received care or services. Your family doctor can then discuss the records with you.

      OR

  • You can access your health records yourself by making a request to the hospital's health records department. Be aware that charges will apply and that the records will take longer to obtain than through your family doctor. If you wish to get your records by this method, please contact the main switchboard of the hospital where you received care or services and request the health records department.

Whom do I contact if I have a concern?

We encourage you to first address your concern with your health-care provider (nurse, doctor, staff). Good communication with your health-care providers is important at all times - but it's especially important when you have a concern. If you feel uncomfortable discussing the concern with your health-care provider, or you did not receive a response that meets your expectations, contact the manager of the service area or the Office of Patient Relations.

I have a concern about a healthcare facility.  Whom do I contact?

Health-care facilities in Calgary and the surrounding area may be operated by the Alberta Health Services, a contracted agency or private business (e.g. a doctor's office). Call the facility and ask to speak to the facility manager or call the Office of Patient Relations for assistance.

Contracted facilities:

All facilities contracted by the AHS - Calgary area are expected to have a Concerns Process in place. As a result, you should start by expressing your concern to the contracted facility first. If the response has not met your expectations, you can contact the AHS - Calgary area Office of Patient Relations for assistance or mediation.

Private businesses (e.g. doctor's office):

Businesses such as family doctor practices are not part of the Alberta Health Services. If you have a concern about a private business, discuss it with that business or the regulatory body that it belongs to (the College of Physicians and Surgeons of Alberta in the case of family doctors).

Will my or my loved one's care be affected if I raise a concern?

We want to provide the safest, highest quality of care and service. Patient feedback helps us improve. Raising a concern will not affect the care provided.

I am not a patient. Can I still express a concern?

Yes, if you have the consent of the patient or are the patient's legal representative.

I am no longer in the hospital/receiving care. Can I still submit my concern?

Yes.  Ideally we would appreciate to hear from you as soon as a concern presents itself.

What happens when I report a concern?

The Office of Patient Relations will assign one of its staff to work with you. The staff member will coordinate the review of your concern and act as your point of contact with us. More about the concerns process

How are concerns reviewed?

If your concern relates to care or services received, the review may involve the examination of medical charts, discussions with doctors, nurses, other staff or subject experts. More general concerns (about facilities, amenities, wait times, etc.) are addressed with the most appropriate manager or supervisor.

How long does the review process take?

Every effort is made to review and respond to your concern as quickly as possible. However, the time needed to review a concern will vary based on the nature of the concern. You will receive regular updates throughout the review.

Who are the staff in the Office of Patient Relations and how can they assist me?

Patient representatives are able to address concerns that can be resolved satisfactorily with information or local (unit/department) action. Patient representatives are the main point of contact for the patient, family and visitors with the AHS - Calgary area, when these type of concerns arise.

Senior Consultants - Patient Relations are trained and responsible for coordinating more serious or complex concerns. The Office of Patient Relations assigns Senior Consultants to coordinate reviews and provide regular updates for patients and family members. Senior Consultants are assigned to each portfolio and are based at each urban acute care hospital.

Page last updated on: August 05, 2009
   

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