Customer Feedback

Calgary Laboratory Services values your feedback.  We want to hear what you have to say so we can better understand what we are doing right and what we can do better.

There are three options to share your feedback about:
  • 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:


What can I expect when I share my feedback?

  • We will listen with privacy and respect.
  • We will gather information and investigate when you have a complaint.
  • A response will be provided.
  • At the conclusion of a review, further options will be provided to you.

There is no time limit, all feedback is reviewed when it is received. However, it is best to bring any complaints forward quickly so they can be addressed. If you have a complaint, it will be addressed through the Calgary Laboratory Services concerns resolution process. We will contact you within 3 business days to clarify the details of your complaint and work with you to reach a resolution.

Will things become worse for me if I raise a complaint?

No. Your feedback is important to us and is seen as an opportunity to improve our services. Calgary Laboratory Services values your input and is committed to addressing complaints in a fair and objective manner.

Alberta has legislation in place that upholds a patient's right to express their complaints with health services. The legislation (Patient Concerns Resolution Process Regulation, Alberta Regulation 124/2006) requires Calgary Laboratory Services appoint a Patient Concerns Officer who, in conjunction with the leadership team, is responsible for receiving, investigating, and responding to complaints.

Alberta Ombudsman:

As part of the Concerns Resolution Process, the complainant is also informed of their right to contact the Alberta Ombudsman to request an external review should they feel the process used to review their complaint was not fair.

You may contact the Alberta Ombudsman's Office at 403.297.6185 or visit www.ombudsman.ab.ca for more information.

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 an authorized representative (usually a close family member), to gather and share information about the services received.