Resolve health care service concerns in the health system

Learn how to resolve concerns or complaints about health services, treatments you received, or how health care decisions are made.

How to resolve concerns

If you have a concern or complaint, the first thing you should do is bring your concern directly to the service provider(s) or organization(s) involved.

You can also discuss your concerns with the professional association to which the health professional is a member, or Alberta’s Ombudsman.

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 Court.

Topics of concern

Abuse

Concerns 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, should be reported to Protection for Persons in Care.

Report concerns of the possible abuse or neglect of a child to the Child Abuse Hotline.

If the incident involves a health care professional, report it to the regulatory body of the health care professional.

Alberta Blue Cross Drug Plan

Questions or concerns about the Alberta government-sponsored Alberta Blue Cross drug plan, should be sent to Alberta Blue Cross

Alberta Health Advocates – Health, Mental Health

The Office of the Alberta Health Advocates is home to Alberta’s Mental Health Patient Advocate and the Health Advocate.

Get advice and help to deal with your concerns and find the services and patient concerns offices you need.

Alberta Health Care Insurance Plan

For questions or concerns about coverage under the Alberta Health Care Insurance Plan, including: eligibility, registration, claims, use of card, change of address, etc., contact the Alberta Health Care Insurance Plan.

Alberta’s health system

Contact the Alberta government for any matter related to Alberta’s health system.

Ambulance services

For questions or concerns about care received in an ambulance, you should first discuss it with the ambulance operator.

The next step is to contact Alberta Health Services EMS, which is responsible for the ambulance program.

You may also contact the Registrar responsible for licensing ambulance operators.

Care in a hospital or nursing home

For questions or concerns about care, treatment and/or standards of accommodation received by a patient in a hospital or resident in a nursing home, contact Alberta Health Services.

Communicable disease and other public health matters

For questions or concerns about communicable diseases, public health emergencies, environmental health or anything related to public health, contact the Medical Officer of Health.

If you have a question or concern about a decision or order by Alberta Health Services, Medical Officer of Health or public health inspector under the Public Health Act or its regulations, contact the Public Health Appeal Board at 780-427-2813 or email health.appealboard@gov.ab.ca.

Health information and privacy

For questions or concerns about accessing or correcting health information or personal information held by a caregiver or organization in Alberta’s health system, contact the Office of the Information and Privacy Commissioner.

  • You may also contact the Commissioner for concerns about inappropriate collection, use and disclosure or management of health or personal information.

Health professional conduct and competence

For questions or concerns about the care provided by a health professional, first discuss it with that health professional or their direct supervisor.

If this doesn't resolve the matter, or if your concerns are about the health professional’s conduct or competence, contact the health profession's regulatory body.

  • Regulatory bodies ensure their members meet acceptable standards for competence and conduct, including ethical conduct.
  • These regulatory bodies can also provide contact information for their members if you're having trouble finding a practitioner for services.

Mental health services

For questions or concerns relating to persons who are or were subject to a community treatment order or involuntarily detained under the Mental Health Act, contact the Mental Health Patient Advocate.

Out-of-country health services

For more information or concerns about receiving specialized health services that can't be obtained in Canada, contact Alberta’s Out-of-Country Health Services Committee

Patient concerns about care received

For questions or concerns about care you received in a hospital, nursing home, non-hospital surgical facility or community program administered by, or under contract to, Alberta Health Services, first talk with the member of the care team who is most closely involved in your care, such as the nurse or doctor.

If not resolved, contact the AHS Patient Relations Department which looks into all concerns or redirects people to other organizations authorized to address those concerns.

Products, drugs and devices

For questions or concerns about the safety of products, including drugs and devices used or prescribed in the health system, contact Health Canada

Unexpected or unexplained deaths

For concerns relating to a death that was sudden or cannot be explained, the Office of the Chief Medical Examiner could conduct an investigation.

Unfair treatment – making a complaint

For questions or concerns about the fairness of how a complaint was handled, contact the Alberta Ombudsman. The Alberta Ombudsman conducts independent investigations into written complaints from individuals who believe they have been treated unfairly.

Workers’ Compensation Board funded health services

For questions or concerns about health benefits for injuries sustained in the workplace, contact the Workers’ Compensation Board.