Raising a concern or giving feedback

You can share feedback if you have a complaint about your care, a suggestion to improve services, or a compliment for staff, physicians, or volunteers.

Whenever possible, start by speaking with your care team or your local provider organization. Your care team knows you best, and many questions or concerns can be resolved right away.

If your concern can't be resolved with your care team, you can raise it through Alberta Health Services' Patient Concerns Resolution Process, with support from Patient Relations. If you're still not satisfied once the process is complete, you can ask for an external review by the Alberta Ombudsman. visit Patient Concerns & Feedback (Alberta Health Services) to learn more.

Raising a concern will not affect the care you or your loved one receives.

Surveys about your experience

Patient/resident/family/client surveys are routinely conducted by Health Quality Alberta (HQA). Residents/clients and families may be contacted directly to participate. This is an integral part of the HQA mandate to survey and report to Albertans about their experience and satisfaction with the quality of health services they receive.

Resident & family councils

Alberta Health established Bill 22 – The Resident and Family Councils Act to ensure that residents and their families have the right to establish self-governing councils and are supported to do so by the site operator.

The purpose of a Resident and Family Council is to:

• provide a forum for patients and families to discuss ways of maintaining and enhancing quality of life in the residential facility;
• discuss and present matters relating to the residence, including requests, concerns or proposed solutions;
• present opportunities for residents and families to participate in quality improvement projects; and
• form a network of support and encouragement.

In response to the Act, Alberta Health Services developed the Resident and Family Councils Procedure. In the Resources section, we have included resources to support you with understanding the Act, the procedure, and forming a council.

Learn more about Resident & Family Councils.

Financial screening and assessment

Financial screening and assessment can help you with the charges and fees for continuing care services. It's a way to understand what, if anything, you owe, what help you qualify for, and how payment can be arranged.

Speak with your care team or Case Manager to find out what's available to you.

Emergency management

Assisted Living Alberta (ALA) works with continuing care operators, health care partners, municipalities, emergency responders, and provincial partners to support continuity of care during the preparedness, response, and recovery phases of emergencies.

In the event of an emergency, clients in ALA care sites will always be supported through established site emergency and evacuation plans, in coordination with facility operators and health system partners. Home and Community Care clients receiving services should contact their home care Case Manager, when possible, to coordinate continuity of care in the event of relocation.

Care plans may be adjusted to ensure continued access to essential supports, as needed.