Back

Spotlight 4/4

Resolving complaints by rebuilding relationships

Patient Ombudsman’s resolution process varies based on the nature of the complaint, the patient or caregiver’s expectations, and the willingness of all parties to engage actively in the resolution process.

Some patients or caregivers are seeking an opportunity to be heard fully, have their concerns acknowledged and receive explanations for what has occurred.

Sometimes people are seeking to highlight issues and make positive changes so that others don’t have similar experiences. In other cases, patients are still receiving active care from the health sector organization and need help to improve communication, restore trust and improve the delivery of their day-to-day care.

Many of Patient Ombudsman’s Early Resolution Specialists have specific training and expertise in mediation and alternate dispute resolution. In 2021/22, Patient Ombudsman facilitated and/or participated in 54 meetings involving patients, caregivers and health sector organizations to help resolve complaints, including conducting three formal mediations. Mediation is a collaborative and voluntary process where Patient Ombudsman assists the parties with a structured conversation to resolve their concerns. This joint meeting has the potential to help everyone involved explore and reach mutually agreeable solutions to their specific situation.

Based on the success of the three mediations conducted in 2021/22, Patient Ombudsman is exploring ways to include conflict management and restorative justice principles in our work, including mediation, facilitation, and restorative circles.

Patient story

A patient who was receiving chronic care in a hospital complained that their care plan was not being followed and they sometimes waited for more than a half hour for a response after using the call bell for urgent assistance.

They reported feeling unsafe and uncomfortable with the care provided by some members of the care team and was seeking assurance that these care providers would be permanently removed from their care team.

The patient did not feel their concerns were being addressed by management. Since the patient required ongoing care in the hospital, Patient Ombudsman felt it was important that there was trust and open communication between the patient and their care providers.

Patient Ombudsman offered to facilitate two meetings that would permit all parties to share their perspectives and mutually agree on a plan to address the patient’s concerns. The patient and members of the hospital management and care team agreed to participate.

The meetings gave the patient an opportunity to share their concerns and feel heard by hospital management. The hospital participants were able to express empathy for the patient and propose a plan to address all concerns.

The plan included a documented commitment that certain staff members would be permanently removed from their care team, a new call bell response process, and a checklist to confirm that the care plan had been carried out. The patient and hospital participants also agreed on a process to address future concerns. A third meeting was scheduled six months later to ensure that the plan was addressing the patient’s needs.