Client Concerns
The Saskatchewan Health Authority (SHA) is committed to Quality of Care, providing the best possible care experience and making patients/clients an important part of the health care team.
Patient/client concerns and questions are best resolved by the provider closest to care delivered. A supervisor or manager may be involved if questions or concerns require further resolution.
Client Concern Specialists may receive concerns and will liaise with patients, residents, and families, and the right leader to provide a response to care management concerns.
SHA has a commitment to those we care for to provide a timely, respectful and confidential response. Concerns are to be investigated and concluded as soon as possible and whenever possible within 30 days.
See also - Patient & Family Roles & Responsibilities
Resources
Key accountabilities
- Quality & Safety in Client Concern processes
- Client Concern Program and Plan
- Standardization of client concern processes
- SHA-wide dissemination of standardized processes
- Patient Safety Science incorporated into SHA MS
Client concerns core functions
- Liaise patients, residents, and families with the right leader to provide a response to care management concerns.
- Receives, initiates review and assists in the timely addressing of client/patient/family concerns related to quality of care and services through a coordinated concern handling process.
- Works collaboratively with staff, managers, physicians and senior leaders to address concerns at the point of service or review and respond to concerns with the goal of improving the care experience. Provides coaching to appropriate leaders of responsibilities within concern handling process including guidelines for response to patient/client/family.
- Provide information to client on agencies (Ombudsmen, College of Physicians) to contact if they remain dissatisfied with outcome of concern.
- Upon request from Ombudsmen, Ministry and Coroner provide information as defined in applicable legislation.
- Attends client meeting with operations only when requested by the client to ensure their concerns have been heard and addressed within the scope of the concern handling process.