Client Concerns
The Saskatchewan Health Authority (SHA) is committed to the philosophy of Patient and Family Centred Care and to creating a culture of continuous improvement and safety.
In Our Commitment to Each Other: Patient Rights and Responsibilities clients are asked to share their concerns and feedback; they can expect that SHA team members will listen and do their best to resolve them.
Client concerns or complaints are best resolved by the provider that is closest to the care. Supervisors or managers may be involved if further resolution is required. The Client Concerns Office may receive concerns or complaints and support clients and SHA leaders with the process.
The SHA concern and complaint process is based on fairness, accessibility, respect, transparency, timeliness, and responsiveness. We take all reasonable action to complete a review and respond to the client within 30 calendar days.
See also - Concern and Complaint Management Policy
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.