OFFICE OF PATIENT RELATIONS

What we do - the Concerns Process

Types of concerns

Alberta Health Services - Calgary area welcomes any concern to be brought to our attention.

Who can raise a concern

Any current or former patient, client, family member or visitor can raise a concern. Whenever possible, concerns related to a specific patient will be addressed directly with that patient.

How to raise a concern

Begin with your nurse, doctor or other care provider...

most issues can be resolved quickly at the point of care.

...or contact the Office of Patient Relations

If your concern can not be resolved at the point of care, we will work with you to find a reasonable resolution in a timely manner by following a formalized process.

The Office of Patient Relations needs the following information:

• name of the patient
• your name and connection to the patient (if you are reporting a concern on behalf of the patient),
• a phone number where you can be reached during the day,
• the type of service and location where the concern took place (eg., Emergency, Children's Hospital),
• the date of the event that concerns you,
• a description of your concern.

Anonymous concerns are not recommended.

This limits how well we can review your concern and does not allow for feedback.

What happens when you contact the Office of Patient Relations

• We will contact you within 3 business days of receiving your concern.
• We will designate a member of our staff to work with you. Our goal is to help reach a reasonable resolution to your concern.
• The designated staff member will coordinate the review of your concern and act as your point of contact.
• The time needed to review a concern varies (some reviews may last several months), but you will receive regular updates throughout the process.
• When the review is complete, the designated staff member will discuss the outcome of the review and your options if you are not satisfied.

If you are not satisfied with the outcome

Contact the Office of Patient Relations.

Privacy and confidentiality

In order to address your concern, we need information about the patient or client, and the care or service that concerns you. Your privacy will be protected at all times under the Health Information Act.

Ideally, we will work directly with the patient or client, or with someone (usually a close family member) who has the patient's or client's consent to receive personal, confidential information about them.

Only information related to the concern will be shared with care providers and staff reviewing and/or working to resolve your concern. Some information can only be shared with the patient or their legal representative.

Additional information

• Alberta Health and Wellness publication Resolving Concerns Within Alberta's Health System
• FAQs
• Health Information Act

Page last updated on: August 05, 2009