Alberta Health Services values your input; we want to hear from you. Your feedback will help us continuously improve the quality of Alberta’s healthcare system.
If you want to share your feedback regarding healthcare services or other support services you or a family member has received, including concerns about our shared commitments under the Alberta Health Charter, there are three options below for you to do so:
Talk to your healthcare provider directly
Whenever possible we first encourage you to speak with your care team
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.
When you contact Patient Relations (option 2 above), your concern will be reviewed by a Patient Concerns Consultant (PCC). The PCC will work with Program Leadership and Senior Leadership to resolve your concern. Depending on the complexities of your concern it may be required to have the concern reviewed by multiple levels of program or senior leadership.
If you remain dissatisfied after the PCC’s review is complete, you may request to have your concern reviewed by the Patient Concerns Officer (PCO). The PCO is the Executive Director of the Patient Relations Department and oversees the PCRP. The PCO will task a Senior Consultant to review your concern. Based on this review, the PCO will determine if the PCRP has been followed as per policy and Regulation and whether other outcomes exist which may resolve you concern.
If you wish the PCO to review your concern, contact 1-855-550-2555 or contact patient relations and discuss elevating your concern with the PCC assigned to your concern or his or her manager. Please note, the PCC must have completed investigating the concern prior to it being accepted for a PCO review.
The PCO review is the final step in the PCRP. If you believe the decision of the PCO to be unfair, you may request a review by the Alberta Ombudsman. The Ombudsman can be contacted at 1-888-455-2756.
The PCO review will:
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 28/2016) requires Alberta Health Services appoints a Patient Concerns Officer. The Patient Concerns Officer 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.
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. Please contact us with your feedback if you have:
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.
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.
If you require health advice or information, in Alberta dial 811 for Health Link anytime: 24 hours a day, seven days a week.