Patient Concerns & Feedback
Alberta Health Services values your input; we want to hear from you. Your feedback will help us further improve the quality of Alberta’s health care system.
Your experience of care holds important information that helps us to continuously improve. We want to hear what you have to say so we can better understand what we're doing right and what we can do better.
If you want to share your feedback regarding healthcare services or other support services you or a family member has received, there are three options for you to do so:
- You can talk to your local health care provider directly. Whenever possible we first encourage you to speak with your care team. Because your care team knows you best, discussing your questions or complaints with them may resolve any issues right away. This is often the best way to proceed. You can also ask the manager or supervisor for help.
- Contact the Patient Relations Department by phone, fax or mail.
- You can complete an online patient feedback form.
If you have compliments for staff, physicians or volunteers, or suggestions on how we can improve health services, please use one of the options to let us know. Alberta Health Services is committed to working with you to resolve complaints as soon as possible.
What can I expect when I share feedback?
- We will listen and respond with privacy and respect
- We will gather information and investigate if you have a complaint
- A response will be provided
- At the conclusion of the review further options will be provided to you
There is no time limit to share your feedback; it is reviewed when it is received. However, it is best to bring any complaints forward quickly so they can be resolved. If you have a complaint, it will be addressed through the Patient Concerns Resolution Process. Patient Feedback Intake Coordinators and Patient Concerns Consultants are ready to assist, and will work with you and the other parties involved to reach a resolution.
Will things become worse for me if I raise a complaint?
No. Your feedback is important to us and is seen as an opportunity to improve our services. Alberta Health Services values your input and is committed to addressing all complaints in a fair and objective manner.
Alberta legislation is in place to uphold a patient’s right to express their complaints with health services. The Patient Concerns Resolution Process Regulation (Alberta Regulation 124/2006) requires Alberta Health Services appoints a Patient Concerns Officer. The Patient Concerns Officer / Executive Director of Patient Relations oversees the Patient Relations Department that is responsible for receiving, investigating and responding to complaints regarding health services, or other support services, provided to patients.
As part of the Patient Concerns Resolution Process, the complainant is also informed of their right to contact the Alberta Ombudsman to request an external review should they feel the process used to review their complaint was not fair.
You may contact the Alberta Ombudsman’s Office by phone: 780-427-2756 or 403-297-6185 or visit www.ombudsman.ab.ca for more information.
Privacy and Confidentiality
AHS protects the privacy of individuals receiving health services in accordance with the Health Information Act. To properly review and resolve complaints, we work with the patient, or an authorized representative (usually a close family member), to gather and share information about the services received.
Health Advice and Information
If you require health advice or information, in Alberta dial 811 for Health Link anytime: 24 hours a day, seven days a week.