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Health Care Service Concerns

Brochure available in PDF

Resolving concerns within Alberta's health system

Alberta’s health care system offers a wide variety of services at different venues of care*. Occasionally, patients or their family members have concerns or complaints about service, treatment or how decisions were made. The first avenue is to address your concern directly with the service provider(s) or organization(s) involved.

Depending on the nature of the concern and the service in question, you can also discuss your concern with other bodies, the professional association to which the health professional is a member, or Alberta’s Ombudsman. The Areas of Concern list below has contact information to organizations which can help address your concerns or complaints, or provide you with confidential assistance.

Concerns about suspected criminal acts related to health care services should be taken to the police. Concerns about injuries or disputes related to care in the health system may also be taken to the Courts.

*Health Link Alberta can help you find appropriate services and health information. Health Link is a telephone advice and Health information service, staffed with highly trained registered nurses and is available 24 hours a day, 7 days a week. You can call Health Link from anywhere in Alberta: Calgary 403-943-LINK (5465), Edmonton 780-408-LINK (5465) or Toll-Free 1-866-408-LINK (5465).

Areas of concern

  1. Abuse
  2. Alberta Blue Cross Drug Plan
  3. Alberta Health Care Insurance Plan
  4. Alberta's Health System
  5. Alberta's Ombudsman
  6. Ambulance Services
  7. Care in a Hospital or Nursing Home
  8. Caregivers' Private Offices, Clinics or Facilities
  9. Communicable Disease and Other Public Health Matters
      – Public Health Appeal Board
  10. Government of Alberta Health Benefits or Assistance Programs
  11. Health Authority Facilities or Programs
  12. Health Information and Privacy
  13. Health Professionals Conduct and Competence
  14. Mental Health Services
  15. Out-of-Country Health Services
  16. Products, Drugs and Devices
  17. Unexpected or Unexplained Deaths
  18. Worker's Compensation Board Funded Health Services
  19. Worksite Health and Safety

Abuse

If you have a question or concern about possible abuse of an adult in the care of a hospital, nursing home, seniors’ lodge, group home, personal care home, shelter or day program, you can report this to the Protection for Persons in Care Reporting Line administered by Alberta Seniors and Community Supports. Call Toll-Free: 1-888-357-9339.

If you have a question or concern about possible abuse or neglect of a child, you can report this to the Child Abuse Hotline or Alberta Children’s Services.

  • Child Abuse Hotline at 1-800-387-5437 (this line is available 24 hours a day, 7 days a week)
  • Alberta Children’s Services
    Telephone: 780-422-2001 Edmonton Area
    Toll-Free: 310-0000, then ask the operator to connect you to the Child and Family Services Authority in your area.

If the incident involves a health care professional, you may report it directly to the governing body of the health care professional. (See the Health Professionals Conduct and Competence section to find contact information.)

Alberta Blue Cross Drug Plan

If you have a question or concern about the Alberta government-sponsored Alberta Blue Cross drug plan, please contact:

  • Alberta Blue Cross
    Telephone: 780-498-8000 Edmonton Area
    403-234-9666 Calgary Area
    Toll-Free: 1-800-661-6995
    Website: http://www.ab.bluecross.ca/

Alberta Health Care Insurance Plan

If you have a question or concern about coverage under the Alberta Health Care Insurance Plan, including: eligibility, registration, claims, billing inquiries or premium assistance, please contact:

  • Alberta Health and Wellness
    Telephone: 780-427-1432 Edmonton Area
    Toll-Free: 310-0000 followed by 780-427-1432
    Fax: 780-422-0102
    E-mail: health.ahcipmail@gov.ab.ca

Alberta’s health system

You may contact Alberta Health and Wellness for any matter related to Alberta’s health system:

  • Alberta Health and Wellness
    Telephone: 780-427-7164 Edmonton Area
    Toll-Free: 310-0000 followed by 780-427-7164
    E-mail: health.ahinform@gov.ab.ca

Alberta Ombudsman

If you have a question or concern about the fairness of how your complaint was handled, you may contact the Alberta Ombudsman. The Ombudsman conducts independent investigations into written complaints from individuals who believe they have been treated unfairly by:

  • The provincial government, its departments, agencies, boards or commissions
  • The patient concerns resolution process of a regional health authority and the Alberta Cancer Board
  • Professional colleges proclaimed under the Health Professions Act.

Investigators are available Monday through Friday from 8:15 a.m.– 12 p.m. and 1 – 4:30 p.m. You may also complete an on-line complaint form at http://www.ombudsman.ab.ca/ and then select the “Making a Complaint” button. This service is provided free of charge.

  • Head Office
    Suite 2800, 10303 - Jasper Avenue N.W.
    Edmonton, AB, T5J 5C3
    Telephone: 780-427-2756
    Toll-Free: 310-0000 followed by 780-427-2756
  • Regional Office
    Suite 2560, 801 - 6 Avenue S.W.
    Calgary, AB, T2P 3W2
    Telephone: 403-297-6185
    Fax: 403-297-5121

Our new email address is: info@ombudsman.ab.ca

Ambulance services

If you have a question or concern about care received in an ambulance, you should first discuss it with the ambulance operator. The next step is to contact the municipal government responsible for the ambulance program. You may also contact the Registrar responsible for licensing ambulance operators:

  • Alberta Health and Wellness
    Telephone: 780-422-9654 Edmonton Area
    Toll-Free: 310-0000 followed by 780-422-9654
    Fax: 780-422-0134
    E-mail: ehs@gov.ab.ca

If you have concerns about billing by an ambulance operator, you may contact the local municipal government responsible for the ambulance service.

Care in a hospital or nursing home

If you have a question or concern about care, treatment and/or standards of accommodation received by a patient in a hospital or resident in a nursing home, contact the Alberta Health Facilities Review Committee.

  • Alberta Health Facilities Review Committee
    New office location effective September 2, 2008
    First Edmonton Place
    #590, 10665 Jasper Avenue NW
    Edmonton, Alberta, T5J 3S9
     
    Telephone: 780-427-4924 Edmonton Area
    Toll-Free: 310-0000 followed by 780-427-4924
    Fax: 780-427-0806

Caregivers’ private offices, clinics or facilities

If you have a question or concern about care received at a doctor’s or private practitioner’s office, clinic or facility (e.g. a non-hospital surgical facility), you should first discuss it with the doctor or practitioner. You may also contact the governing body of the health care professional. (See the Health Professionals Conduct and Competence information below to find contact information.)

Communicable disease and other public health matters

If you have a question or concern about communicable diseases, public health emergencies, environmental health or anything related to public health, you may contact the Medical Officer of Health of your local regional health authority.

If you have a question or concern about a decision or order by a regional health authority, Medical Officer of Health or public health inspector under the Public Health Act or regulations, you may contact:

  • Public Health Appeal Board
    23rd Floor, 10025 Jasper Avenue
    Telus Plaza North Tower
    Edmonton, AB, T5J 1S6
    Telephone: 780-427-2813 Edmonton Area
    Toll-free: 310-0000 followed by 780-427-2813
    Fax: 780-422-0914
    E-mail: health.appealboard@gov.ab.ca

  • Read more about the PHAB

Government of Alberta health benefits or assistance programs

If you have a question or concern about health benefits or assistance provided by other Government of Alberta Ministries, you should contact these departments directly. Alberta Health and Wellness can direct you to the appropriate department. All departments listed below can also be reached through the Alberta Government toll-free service: 310-0000, followed by the direct number listed.

Health region facilities or programs

If you have a question or concern about care you received in a hospital, nursing home, non-hospital surgical facility or community program administered by or under contract to a health region, the Alberta Cancer Board or the Alberta Mental Health Board, there are a number of places to turn. Concerns should first be discussed with the member of the care team who is most closely involved in your care, such as the nurse or doctor.

If not resolved, the next step is to contact the health authority’s Patient Concerns Officer who accepts all concerns and addresses or redirects people to other organizations authorized to address concerns. By law, a health authority must address all concerns that are brought forward by any individual regarding health services and other support services that are provided to, or sought by, patients.

Alberta’s health authorities are:

Health information and privacy

If you have a question or concern about accessing or correcting health information or personal information held by a caregiver or organization in Alberta’s health system, the Office of the Information and Privacy Commissioner can help you. You may also contact the Commissioner for concerns about inappropriate collection, use and disclosure or management of health or personal information.

  • Edmonton
    # 410, 9925 – 109 Street
    Edmonton, AB, T5K 2J8
    Telephone: 780-422-6860
    Fax: 780-422-5682
  • Calgary
    640 – 5th Avenue S.W.
    Calgary, AB, T2P 3G4
    Telephone: 403-297-2728
    Fax: 403-297-2711

Either location toll-free: 1-888-878-4044 or e-mail: generalinfo@oipc.ab.ca

Health professional conduct and competence

If you have a question or concern about the care provided by a health professional you should first discuss it with the health professional or their direct supervisor. If this does not resolve the matter or your concerns are about the health professional’s conduct or competence, contact the health profession's governing body. The governing bodies ensure their members meet acceptable standards for competence and conduct, including ethical conduct. The governing bodies can also provide you with contact information for their members if you are having trouble finding a practitioner for services.

Mental health services

If you have a question or concern relating to patients who are or were involuntarily detained under the Mental Health Act, you may contact the Mental Health Patient Advocate. The Advocate can provide information on how to obtain legal counsel, apply to a Review Panel or the Court of Queen’s Bench, or deal with care-related concerns. The Advocate may also undertake an investigation of a formal patient’s complaint that could result in recommendations to the designated facility, officials or the Minister.

Out-of-country health services

If you have a question or concern about receiving specialized health services that cannot be obtained in Canada, please contact Alberta’s Out-of-Country Health Services Committee through Alberta Health and Wellness or PDF icon. The committee will determine if the Alberta Health Care Insurance Plan will fund these services.

  • 13th Floor, Telus Plaza, North Tower
    10025 Jasper Avenue
    Edmonton, AB, T5J 1S6
    Telephone: 780-415-8744 Edmonton Area
    Toll-Free: 310-0000 followed by 780-415-8744

Products, drugs and devices

If you have any questions or concerns regarding the safety of products, including drugs and devices used or prescribed in the health system, contact:

  • Health Canada
    Address Locator 0900C2
    Ottawa, ON
    K1A 0K9
    Telephone: 613-957-2991
    Toll-Free: 1-866-225-0709
    TDD/TTY Toll-Free: 1-800-267-1245

Unexpected or unexplained deaths

If you have a concern relating to a death which occurred suddenly or cannot be explained, the Office of the Chief Medical Examiner could conduct an investigation. All such deaths in Alberta are investigated under the authority of the Fatality Inquiries Act. Medical Examiners determine the date, time and place of death, the circumstances under which a death occurred and the cause and manner of death.

A Medical Examiner, the next of kin of the deceased or anyone that the Chief Medical Examiner considers to be an interested party can request the Fatality Review Board to review findings and determine if a public fatality review should be held.

Chief Medical Examiner

  • Edmonton
    7007-116 Street N.W.
    Edmonton, AB
    Telephone: 780-427-4987
    Fax: 780-422-1265
  • Calgary
    4070 Bowness Road N.W.
    Calgary, AB
    Telephone: 403-297-8123
    Fax: 403-297-3429
  • Fatality Review Board Justice and Attorney General
    Telephone: 403-297-8123
    Fax: 403-297-3429

Workers’ Compensation Board funded health services

If you have a question or concern about health benefits for injuries sustained in the workplace, contact the Workers’ Compensation Board:

Worksite health and safety

If you have a question or concern about workplace health and safety, please contact Alberta Human Resources and Employment, Worksite Health and Safety.Occupational Health and Safety Officials will investigate worksite incidents and hazards, including concerns about safety of radiation equipment or potential radiation exposure.

  • Worksite Health and Safety
    Telephone: 780-415-8690 Edmonton Area
    Toll-Free: 1-866-415-8690
    TDD/TTY 780-427-9999 Edmonton Area
    TDD/TTY Toll-Free: 1-800-232-7215
    Fax: 780-422-3730
    E-mail: whs@gov.ab.ca
    Website: http://www.worksafely.org/

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