Widower complains about wife’s healthcare

Approaching sensitive complaints with empathy is more likely to help those in need. This is what happened when a mourning husband turned to the Ombudsman’s office to seek justice following the loss of his spouse. Mr. Bastien* complained to the Ombudsman’s office following a chain of events involving ambulance services, medical treatment, and the recent…

Notification only goes so far

When a municipality dismisses a resident’s complaint about a councillor, it can expect the resident will express a legitimate interest in understanding the reasons. Maria Levine1 is a resident of a midsized town in rural Alberta. Ms. Levine wrote to the Ombudsman because she believed the town’s process for investigating her complaint about the professional…

It begins with effective listening

When decisions are made affecting Albertans, they expect to understand why the decisions were made and where to go to have their specific concerns addressed if they disagree. Jeff Brown* reported he and his wife experienced unprofessionalism by a health practitioner that ultimately led to a refusal of medical treatment. When he complained to the…

An explanation goes a long way

When there is a delay in government services, the responsible organization should keep clients informed and updated, especially when there is a significant impact on that individual. A court ordered that the pension belonging to Ms. Singh’s* ex-husband be divided, entitling Ms. Singh to a portion of the pension benefits. However, seven months later, the…

The story behind the name

Repeated attempts by an Albertan to have MyHealthRecords register a change in identity failed until the Ombudsman leant a hand. William Taylor*, contacted our office frustrated after several failed attempts to have their MyHealthRecords account updated to show their recently changed first name. William explained that despite updating the name on their Health ID card,…

Access to information makes appeal processes fair

When an Albertan appeals a decision, information on what will or will not be accepted as evidence to support their arguments should be clear and accessible. The Appeals Commission (the Commission) for Alberta Workers’ Compensation issues final decisions on matters adjudicated by the Workers’ Compensation Board. Mr. Watson (not his real name) represented himself in…

Rapid response gets inhaler to woman in need

Vulnerable Albertans have a legitimate expectation that those in authority will provide correct information about the benefits to which they are entitled, especially during a time of need. When this expectation is not met, it’s not fair and dilutes our faith in those placed in a position of trust.  In this case, three administrative errors…