Many Ombuds offices use the principles of fairness when looking at the issues and circumstances that make up a complaint or concern. When working to resolve a complaint, we try to ensure everyone involved is satisfied with the fairness of the process.
Our Fairness Triangle outlines a set of principles or considerations that Patient Ombudsman uses when analyzing a complaint and testing if a resolution is fair. Our Fairness Triangle is based on a tool developed by Ombudsman Saskatchewan and was developed in close consultation with our frontline complaints team as well as patients, caregivers, health care patient relations specialists and others to address our unique role in resolving and investigating complaints. This tool has been helpful in providing transparency to health sector organizations (HSOs) about how Patient Ombudsman approaches complaints and what we are looking for in HSO’s responses.