Filing a Complaint
The CRPNA encourages individuals who have concerns about psychiatric nursing services they receive to discuss the matter directly with the Registered Psychiatric Nurse or consider going to the employer.
Before reporting a complaint/concern against an RPN to CRPNA, often the most productive and quickest way to resolve issues is by first discussing your concerns about your care with the registered psychiatric nurse or the employer, such as the manager of the department where the nurse works or the head of the facility.
The employer has a responsibility to manage concerns about their staff, including registered psychiatric nurses and most concerns can be managed at this level and this will be less time consuming. Many facilities are under the umbrella of Alberta Health Services (AHS).
If you are still concerned after speaking with the RPN or RPN supervisor/manager, program director or the patient concerns officer you may speak to a member of CRPNAs Complaints Department to confirm if the CRPNA has jurisdiction in the matter, and to discuss how best to resolve your concerns.
If you do not know the name of the RPN or the RPN’s manager or you don’t get a response from the facility.
You can file a complaint/concern that involves care at an Alberta Health Services facility with the Patient Relations Department by calling 1.855.550.2555 or faxing information to 1.877.871.4340. You can also send your complaint by mail to:
C/O Patient Relations
10030 - 107 Street NW
Edmonton, Alberta T5J 3E4
If you file a Patient Concerns Complaint and are Not Satisfied with the Outcome.
You can escalate your concern to the Alberta Ombudsman and request an external review.
Phone: Edmonton 780.427.2756 or Calgary 403.297.6185 or Toll Free 1.888.455.2756
Email: [email protected]
If a Complaint/Concern has been made in writing can it still be resolved informally?
The CRPNA endeavors, whenever appropriate to resolve complaints informally to achieve results that would be consistent with what might be expected following the completion of a formal process. Resolving complaints informally can usually be achieved more quickly and in a collaborative manner to that of a formal hearing. A complaint can be resolved informally with the consent of the complainant and the RPN.
Professional Practice Concerns - Steps Towards Resolution