September 26th, 2024
Flexibility in investigation process allows for better outcomes
Investigations are an important part of the work that we do at Patient Ombudsman and serve as a learning process for all involved – including Patient Ombudsman. Every investigation is unique and requires us to determine how to best approach the issue as well as our examination. Earlier this year, Patient Ombudsman completed an investigation that required us to view not only the complaint but also our own complaint process through a new lens to ensure it was meeting the needs of those involved.
Last year, Patient Ombudsman received a complaint from an Indigenous patient about how a hospital managed an investigation into the patient’s report that they were subjected to unwanted touching by a personal support worker while receiving care. The patient complained about the lack of a trauma-informed and culturally safe complaints process at the hospital and believed that the hospital manipulated their placement on the long-term care wait list so that the hospital could “be rid of” them and their complaint.
Given the serious nature of the complaint and that all parties wanted to learn from the experience, Patient Ombudsman launched an investigation into the hospital’s complaint process. At the outset of the investigation, it was clear that not only would we need to review the hospital’s process through a trauma-informed lens, but that we also needed to ensure our processes met the needs of those involved.
Patient Ombudsman investigators often consult with subject matter experts and research best practices while carrying out investigations. For this investigation, we also specifically worked with an Indigenous advisor to help guide those important elements that fell outside of our usual investigative process, including facilitating traditional ceremony or practices to accompany interviewing principles.
We also ensured our process was sensitive to the nature of the complaint and the complainant’s lived experience. Patient Ombudsman has integrated principles of trauma-informed care and considerations of cultural safety into every investigation and we are receptive to individual’s needs. In this instance, we provided additional time for interviews, a choice of location to conduct the interview and a choice of the complainant’s preferred interviewer.
No process is one size fits all, including our own investigation processes. This investigation not only resulted in nine recommendations (four of which the hospital has already implemented, and several others are partially completed), but also helped Patient Ombudsman think through how we can best meet the needs of those who make complaints. Learn more about this investigation in our investigation summary.