Healthcare System Patient Concerns Management Review

Summary

Thousands of Albertans bring forward concerns every year through a variety of formal and informal channels across every level and sector of the healthcare system. A wide range of concerns are raised including unmet expectations or dissatisfaction with their care, patient safety issues, health system access, scheduling, communications, and interactions with healthcare providers.

In 2021 we conducted a review of patient concerns management in the province, and shared findings with key health system partners. Our review team engaged with more than 325 healthcare professionals, leaders, and patient concerns subject matter experts via focus groups and interviews.

We also engaged directly with more than 70 patients, family members, and community-based programs and organizations to hear first-hand stories from those with insight or experience navigating Albertans concern management processes during the past year. Another 1,719 patients and family members provided their perspectives via an online survey.