Frequently Asked Questions (FAQs)
Is there a time limit for expressing a concern?
No. The Patient Concerns Department reviews concerns when they are received. However, it is best to bring your concern forward quickly, so we can address it in the best possible way.
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. Your feedback is important to the organization, and concerns are seen as opportunities to improve services.
Information about the Patient Concerns Resolution Process
What is the Patient Concerns Department?
The Patient Concerns Department is where patients, family members, and the public may express concerns about the health services they receive through AHS.
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The Patient Concerns Department staff act as a resource for both patients and AHS staff during the patient concern resolution process. Patient Concerns Department staff may be involved with:
- receiving and acknowledging a concern.
- obtaining information from the complainant about their concern.
- explaining the patient concern resolution process and identifying the next steps to the complainant.
- assisting with coordination and communication of the PCRP 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 Concerns Department is available to work with patients and AHS leaders to resolve a concern until all possible avenues within AHS have been explored.
What is the Patient Concerns Resolution Process (PCRP)?
The Patient Concerns Resolution Process is an approach used to manage concerns related to health services and receive feedback from patients, families and the public. The process helps to identify risks and opportunities for better health-service delivery.
- The process ideally begins at the care-delivery level between the patient and the care team. Concerns management can also be addressed at the management level or through the Patient Concerns Department.
- If a patient feels his or her concern has not been handled in a fair manner, he or she may request that the Patient Concerns Officer (PCO) investigate.
The Patient Concerns Resolution process is guided by the following:
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