PROVINCIAL GUIDING PRINCIPLES – Complaints Management

Home and Community Care Support Services in the region are committed to an effective person-centered complaints management system and view complaints as an important opportunity to inform continuous improvement within organizations, and as a system.

Complaints are a valued source of information to help drive continuous improvement in the system

  • Home and Community Care Support Services value complaints as an important source of information about how the health system is working in their region, the performance of individual organizations, and guidance for meaningful improvements to programs and services.
  • Home and Community Care Support Services is committed to reviewing and analyzing complaints information as part of their continuous cycle of quality improvement activities to identify and respond to system issues.

Complaints are managed with a person-centered approach

  • By designing a complaints management process with the patient at the centre, Home and Community Care Support Services strive to optimize the patient experience for all individuals reporting a complaint to Home and Community Care Support Services.  
  • Accessibility for all individuals including vulnerable populations is considered when designing the system.  

Transparent, Accountable Complaints Management System

  • How to make a complaint to Home and Community Care Support Services and what to expect from the complaints process, will be visible to the community served by the Home and Community Care Support Services.
  • Over time, aggregated summaries of complaints received by Home and Community Care Support Services as well as the types of initiatives implemented to resolve complaints, will be made publicly available.

Clear, Structured Organizational Protocols for Handling Complaints

  • Detailed organizational protocols within each Home and Community Care Support Services with guidelines and processes to support complaints management will enable a consistent, effective, and comprehensive approach for handling complaints.
  • Home and Community Care Support Services will track and classify each complaint and ensure, to the extent possible, that complaints are resolved in a timely matter.

Where complaints are outside of Home and Community Care Support Services' mandate, complainants may be encouraged  to continue to work with the appropriate health service provider (HSP)

  • HSPs are accountable for the quality of care provided and for the patient experience. In responding to complaints that are outside of Home and Community Care Support Services' mandate, Home and Community Care Services may encourage complainants to work with the appropriate HSP.