Response from MND: Defending Wellness report

 

29 May 2024

 

Mr. Gregory Lick
National Defence and Canadian Armed Forces Ombudsman
Office of the Ombudsman
100 Metcalfe Street, 12th Floor
Ottawa ON K1P 5M1

 

Dear Mr. Lick:

Thank you for your letter of May 2, 2024, which offers me the opportunity to comment on the Ombudsman Report, "Defending Wellness: A Systemic Investigation of the Canadian Armed Forces' (CAF) Health Care Complaint Process."

Your recommendations are welcomed, and accurately reflect the concerns and challenges we continue to address as we modernize the Canadian Forces Health Services (CFHS). We recognize the importance of having a formal health care complaint process, welcome feedback from our CAF members, and continue to strive for excellence in the delivery of care.

l agree with recommendations 1 and 2. There is a need for an instruction on the administration of CAF health care complaints, and we will develop standard operating procedures, training, and a communication plan to ensure consistency. CFHS will implement an interim solution for tracking health care complaints while completing the business case to implement a permanent solution.

A cornerstone of the CFHS Person Partnered Care Framework puts the patient at the forefront of their health care and encourages participation to influence sustainable improvement. Health care organizations are increasingly turning to the voice of patients and families to better guide their efforts to satisfy patients' needs and expectations. There is no better way to understand what patients want from their health care providers than to ask and then listen to what they have to say. Patients and families perceive what we do differently; they are able to give us a different perspective about what we do, how we do it, and how we can improve. As we continue to develop processes to implement more effective complaints mechanisms, we will utilize the recommendations in this report to guide our plans.

Thank you again for the opportunity to comment on your report. Be assured, I remain committed to the implementation of a formal health care complaint process that is fair and equitable for all CAF members. Your continued support in addressing this issue is greatly appreciated.

Sincerely, 

The Honourable Bill Blair, P.C., C.O.M. M.P.
Minister of National Defence

 

Enclosures