Laboratory Service Customer Feedback | Calgary Laboratory Services

Customer Feedback

Calgary Laboratory Services values your feedback. Your comments such as:

Compliments about your experience
Suggestions to improve laboratory services
Concerns about your experience with laboratory services

You can provide us feedback one of the following ways:

Mail	Written submissions should include your full name, phone number, and details of your concern. Print the PDF Customer Feedback Form and and mail it to: Feedback Calgary Laboratory Services 9, 3535 Research Road NW Calgary, Alberta T2L 2K8
Phone	Please call 403.770.3989
Online Customer Feedback Form	To submit your feedback online please fill out the form below:

Response:
Please Contact Me To Review My Comments*
Comment Only - No Response Required
*We will respond within 3 business days of receipt of your compliment, suggestion, or concern.

Date Of Visit (DD/MM/YYYY)
Time of Visit
Location
Type Of Feedback

Your Information
I would like my feedback to be anonymous
*No reply will be provided for anonymous feedback
Email Address*
Phone
First Name
Last Name
I Am A
Description of the compliment, suggestion or concern:

Policy

Calgary Laboratory Services (CLS) is committed to achieving reasonable resolutions to concerns related to CLS services or facilities. Patients, clients, families and health service providers are encouraged to communicate their positive feedback as well as their concerns. CLS will investigate all patient concerns in a fair and consistent manner to protect the rights of patients/clients and staff. Findings related to a concern will be shared with complainants and if the resolution outcome is unsatisfactory to the initiator, efforts will be made to direct the initiator to alternate means of resolution.

Feedback will be used to make operational and system changes to improve the quality of services provided by CLS.

Concerns Resolution Process

Calgary Laboratory Services (CLS) will follow a fair and consistent process for receiving and managing concerns related to the care or services provided by CLS. Patients, clients, families and health service providers are encouraged to communicate their positive feedback as well as their concerns.

Our Patient Concerns Resolution process is guided by the following:
Patient Concerns Resolution Process Regulation (2006)
Alberta Ombudsman Act (2006)

Communicating a Concern

Good communication with laboratory personnel is important at all times, and even more so if you have a concern. Most issues can be resolved quickly by speaking with laboratory personnel at the point of care/service.
To communicate a concern that you feel was not resolved at the point of care/service, you may:

Complete a Customer Feedback Form. These are available at all CLS Patient Service Centres or on the CLS website.
Contact the site supervisor or manager. Their name and phone number can be provided by site personnel.

Our Approach

A representative of Calgary Laboratory Services will follow-up within 3 business days of receiving a concern. This person will clarify details of your concern and answer any questions you may have. CLS will accept anonymous concerns however the investigation and follow-up may be limited. All concerns will be assessed on a case-by-case basis and the time needed to review a concern varies. You will receive regular updates throughout the process. When the review is complete, a representative of Calgary Laboratory Services will discuss the outcome of the review and your options if you are not satisfied.

If you feel your concern was handled unfairly, you will be provided with the contact information for the CLS Patient Concerns Officer. Their role is to ensure the concerns resolution process was followed in a fair manner.

If you still have a question about the fairness of how your concern was handled by Calgary Laboratory Services, you may contact the Alberta Ombudsman Office at 403.297.6185 or visit www.ombudsman.ab.ca for more information.

The Alberta Ombudsman operates independently from Calgary Laboratory Services.

Privacy and Confidentiality

Calgary Laboratory Services protects the privacy of individuals receiving health services in accordance with the Health Information Act. To review and resolve concerns, we work directly with the patient, or with someone (usually a close family member) who has the patient's consent to receive personal, confidential information about them.

Only information related to the concern will be shared with care providers and staff reviewing and/or working to resolve your concern. Some information can only be shared with the patient or their legal representative.

No reference to a concern will be documented in the patient's or complainant's health record.