Ombudsman publishes Defending Wellness: A Systemic investigation of the Canadian Armed Forces’ Health Care Complaint Process
Ombudsman Message | 4 June 2024
I am pleased to announce the release of our latest report titled Defending Wellness: A Systemic Investigation of the Canadian Armed Forces’ (CAF) Health Care Complaint Process. This is the first of two reports following a systemic review of CAF military complaint mechanisms.
We conducted this investigation to identify instances of unfairness and inequity resulting from the lack of a formal health care (medical and dental) complaint process for members and to identify some of the impact of this on CAF members.
This investigation found that the lack of a formal health care complaint process may deter members from submitting a complaint—some resorting to the grievance process. This causes delays and can result in inequitable outcomes. This also moves away from the Person-Partnered Care approach, where health care providers and CAF members have open communications to tailor the health care plan based on the person’s needs. The lack of a centralized tracking system for health care complaints inhibits the CAF from doing trends analysis and ultimately improving the quality of the health care system.
Canadian Forces Health Services (CFHS) has been working on formalizing a process for the past several years but has been unable to accomplish it due to workload demands.
Therefore, I am recommending that the CAF dedicate resources to implement a CFHS Instruction and develop a centralized tracking system for health care complaints. Formalizing and communicating the process to address health care complaints is the basis for fair and more efficient resolution. CAF members rightfully deserve that. This goes hand in hand with the Person-Partnered Care approach, which aims to positively contribute to operational readiness and the well-being of CAF members.
In closing, I want to thank the Department of National Defence and CAF leadership authorities whom we consulted as part of this investigation. They demonstrated excellent cooperation and professionalism.
Gregory A. Lick
Ombudsman