Patient relations

We believe a good working relationship with you and everyone involved in your patient journey is vital to quality care. This relationship must be supported by mutually respectful and open communication.

Ways to share feedback

There are two options for you to share your feedback regarding healthcare services or other support services you or a family member has received. You can share your feedback any time you wish.

Talk to your care team, unit manager, or program manager

We first encourage you to speak with your care team and/or unit or program manager. This is often your best option because your care team knows you best and they may be able to resolve your questions, complaints or issues right away.

Contact Patient Relations

Contact our Patient Relations department by:

submitting a completed patient feedback form, or
calling, emailing, or mailing Covenant Health Patient Relations

Share feedback

Patient or resident

Friend or family member of a patient or resident

Visitor or member of the public

Your first name *

Your last name *

Phone number *

Alternate phone number

Location *

Same as above

Different from above

Not applicable

Patient / resident first name

Patient / resident last name

Your comments *

Collection of personal information – notification statement:
The personal information requested on this form is collected under the authority of Section 4(c) of the Alberta Protection of Privacy Act (POPA) and will only be used for the purpose of tracking, follow up and communications regarding your request. For information about the collection and use of this information, contact the Covenant Health Information and Privacy Office at One Twelve Campus, 10130 112 Street NW, Edmonton, AB, T5K 2K4, Tel. 1.866.254.8181.

What happens after I share a concern or complaint?

When you contact Patient Relations, a patient relations consultant (PRC) will review your concern by following the patient concerns resolution process (PCRP):

We will call you to gather information, understand your concern, and learn what you are hoping for in terms of resolution.
The PRC will work the appropriate leaders in the organization to ensure the PCRP is carried out in an accountable, reasonable, thoughtful and fair manner.
If a response is requested, the PRC will share it with you along with the findings of the PCRP. You will be given an opportunity to ask questions or request clarification.
If you feel more resolution is needed after the PRC review, contact the Patient Relations department. Depending on the nature and complexity of your concerns, the next steps may include input from additional leaders, including senior leadership.

A patient concerns officer (PCO) is a senior representative within the health authority who is responsible for receiving, reviewing, and resolving patient complaints. If you remain dissatisfied with the PCRP, your concern can be escalated to the PCO, who ensures the review process was timely, fair and supportive. Contact Patient Relations at 1.877.295.6344 or patient.relations@covenanthealth.ca to discuss how to proceed with escalating your concern.

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 at 1.855.455.2756 or visit ombudsman.ab.ca for more information.

Contact

Covenant Health Patient Relations

Email
patient.relations@covenanthealth.ca

Phone
587.689.2777 or 1.877.295.6344 (toll-free in Alberta)

Mailing address
Suite 730, One Twelve Campus
10130 112 Street NW
Edmonton, AB T5K 2K4