Online patient feedback portal outage from Nov. 9 to 14

Public asked to resubmit feedback sent during six-day outage

CALGARY – Alberta Health Services’ (AHS) online patient feedback portal experienced an outage from November 9 to 14, meaning any feedback submitted during this time was not received.

The patient feedback portal at ahs.ca/about/patientfeedback.aspx is where patients, family members, and the public may express concerns, complaints or compliments about the health services they receive from AHS.

While the portal is now fully operational, AHS is urging anyone who used it from November 9 to 14 to resubmit their feedback, or phone 1-855-550-2555 to lodge their feedback directly with a Patient Feedback Intake Coordinator.

AHS noticed the outage after the Remembrance Day long weekend. Based on regular intake volumes, it is estimated between 20 and 50 feedback forms may not have been received. The cause is being investigated and steps will be taken to help reduce the risk of such an outage reoccurring.

AHS values feedback and input, which is an opportunity to improve services, and is committed to addressing all complaints in a fair and objective manner. The online portal is one of several options Albertans have for resolving a complaint or providing compliments. Other options are:

• Discuss your concern with your care team. Because your care team knows you best, discussing your concern with them may resolve the issue right away. You may also ask the manager of the program or service area for help.
   
• Contact the Patient Relations Department by telephone, fax or mail:
  • Telephone: 1-855-550-2555
  • Fax: 1-877-871-4340
  • Mail: Patient Concerns Officer and Executive Director, Patient Relations
    Suite 300, North Tower
    10030 107 Street
    Edmonton, AB T5J 3E4

Albertans can share ideas, suggestions, priorities and positive personal health stories, through the Thank a Care Team! website.

Patient Concerns Consultants listen to concerns and respond with privacy and respect, gather information and investigate complaints. A response at the conclusion of the review and further options will be provided to you.

Alberta Health Services is the provincial health authority responsible for planning and delivering health supports and services for more than four million adults and children living in Alberta. Its mission is to provide a patient-focused, quality health system that is accessible and sustainable for all Albertans.

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