Frequently Asked Questions (FAQs)
What is the Patient Relations Department?
The Patient Relations Department is where patients, family members, and the public may express concerns, compliments or general feedback about the health care services they receive through Alberta Health Services (AHS).
When there is a concern, Patient Relations Department staff act as a resource for both patients and AHS staff during resolution.
Staff may be involved with:
- receiving and acknowledging a concern.
- obtaining information from the complainant about their concern.
- explaining and identifying next steps in resolving a concern to the complainant.
- assisting with coordination and communication how concerns are resolved with the public, staff, physicians, and management.
- acting as an ongoing contact for the complainant, including updates to the resolution process.
- documentation of the process and outcome of the concern.
The Patient Relations Department is committed to working with patients and AHS leaders to resolve a concern or direct them to other avenues AHS has available for concerns resolution.
When a patient, family members or member of the public wishes to share a compliment, staff may be involved with:
- receiving and acknowledging the compliment or positive feedback
- forwarding the feedback to the appropriate frontline staff, physicians or departments directly involved
- assisting in forwarding feedback or suggestions for improvement to appropriate management and leaders
Is there a time limit for expressing a concern?
The Patient Relations Department reviews concerns when they are received. There is no time limit for expressing a concern.
However, it is recommended that you bring your concern forward as soon as it arises. Staff are committed to working with you to resolve the concern as soon as possible.
Will things become worse for me if I raise a concern?
No. AHS is committed to addressing all concerns in a fair and objective manner. AHS values your input; we want to hear from you. Your feedback will help us improve the quality of Alberta’s health care system and concerns are seen as opportunities to improve our services.
What if I’m not satisfied?
AHS is committed to quality improvement and takes patient concerns very seriously.
Staff are committed to working with patients, families and AHS leaders to resolve a concern. If an individual feels the resolution provided by the Patient Relations Department does not appropriately address their concern, they will be provided with a means to contact the Patient Concerns Officer, who will provide a legislated review.
Alberta has legislation in place that upholds a patient’s right to express their concerns with health services. That legislation requires AHS appoints a Patient Concerns Officer, who can be contacted at any time during a concern resolution.
How do I contact Patient Relations?
You can contact Patient Relations office by telephone: 1-877-753-2170 (Red Deer and North) or 1-877-957-9771 (south of Red Deer), by fax 780-342-8500, or by mail:
Patient Feedback
Mail Slot 57
11111 Jasper Avenue
Edmonton, Alberta
T5K 0L4
You may also complete an online form
Can I remain anonymous?
If you wish to remain anonymous your feedback can be forwarded to the appropriate service area as an advisement, however to fully review a concern, the identity of the patient/complainant must be known.
