Listening to and managing concerns is inevitable for any organization and the healthcare sector is no exception.
The recently updated Patient Concerns Management framework – now available on the Health Quality Council of Alberta (HQCA) website – provides guiding principles, a Patient Concerns Management Model, suggested process steps, and practical assistance to facilitate a consistent approach to patient concerns management and resolution processes throughout the province.
It can also be used to help pharmacy licensees assess current policies and procedures for responding to patient concerns.
ACP participated in updating this framework document and encourages all licensees, pharmacists, and pharmacy technicians to review and use the framework when responding to patient concerns and as part of the pharmacy’s quality improvement processes.
This framework can be used in conjunction with other resources such as the ReLATE/ReSPOND Tool Kit, the ACP/ISMP Quick Reference Guide.
