Patient Concerns Resolution Process Sample Clauses
Patient Concerns Resolution Process. 4.01 The following is a summary of the AHS Patient Concerns Resolution Process for contracted service providers, including the Operator:
a) Acknowledge the complaint within 3 business days.
b) Inform the complainant of the actions to be taken to address their noted complaint, and state the frequency of contacts/updates.
c) Appropriate individuals consider and evaluate ALL relevant information.
d) Ensure that there is a rationale connection between the facts presented and the conclusions reached.
e) Allow the complainant the opportunity to rebut/challenge the facts/rationale used in making the decision.
f) Document the actions (i.e. phone calls, meetings, etc.) taken towards resolution.
g) Ensure that the resolution timeline is suitable to the nature of the complaint.
h) Upon completion of the patient concerns resolution process, and if a complainant is dissatisfied with the process, the Operator will provide information to the complainant on how to contact the PCO.
i) The Operator may consult with the AHS Patient Concerns Division prior to providing the complainant with the contact information for the PCO.
4.02 If a patient concern involves both the Operator and AHS, the parties will collaborate in resolving the inter-organizational concern to ensure a seamless process for the complainant. The parties will make a decision about the portion of the concern pertaining to their service only. NA
Patient Concerns Resolution Process. 4.01 The following is a summary of the AHS Patient Concerns Resolution Process for contracted service providers, including the Operator:
a) Acknowledge the complaint within 3 business days.
b) Inform the complainant of the actions to be taken to address their noted complaint, and state the frequency of contacts/updates.
c) Appropriate individuals consider and evaluate ALL relevant information.
d) Ensure that there is a rationale connection between the facts presented and the conclusions reached.
e) Allow the complainant the opportunity to rebut/challenge the facts/rationale used in making the decision.
f) Document the actions (i.e. phone calls, meetings, etc.) taken towards resolution.
g) Ensure that the resolution timeline is suitable to the nature of the complaint.
h) Upon completion of the patient concerns resolution process, and if a complainant is dissatisfied with the process, the Operator will provide information to the complainant on how to contact the PCO.
i) The Operator may consult with the AHS Patient Concerns Division prior to providing the complainant with the contact information for the PCO.
4.02 If a patient concern involves both the Operator and AHS, the parties will collaborate in resolving the inter-organizational concern to ensure a seamless process for the complainant. The parties will make a decision about the portion of the concern pertaining to their service only.
i. Multifocal or Accomodative Intraocular Lens Alberta Health Services is established and governed by a range of documents including legislation, bylaws, guidelines, directives and policies. Clinical policies of the applicable former regional health authority remain in effect until replaced by equivalent AHS Policies. The AHS Policies applying specifically to the contracted Operator are listed and briefly explained below. The Operator must, at a minimum, be familiar with the governance documents listed and must comply, or develop policies that are consistent with, the requirements contained therein. AHS shall provide the Operator with the AHS Policies, and amendments to AHS Policies, electronically. The AHS Policies provided by AHS constitute part of this Agreement.