Defending Wellness: A systemic investigation of the Canadian Armed Forces’ health care complaint process

Recommendation 1

By January 2025 that the Canadian Armed Forces dedicate resources to implement a Canadian Forces Health Services Instruction on the administration of Canadian Armed Forces health care complaints, and include:

• standard operating procedures to guide Canadian Forces Health Services centres in the implementation of the Instruction.
• a training plan for Canadian Forces Health Services Commanding Officers and others that engage in the complaints process once the Instruction is developed.
• a communication plan to ensure the new instructions are communicated to members and made available on the Internet and Intranet.

Recommendation 1 Status:  Partially Implemented

The Canadian Forces Health Services Reviews and Investigations Program (CFHS R&I) launched the Patient Complaint Submission Tool in November 2024 and is working on a Canadian Forces Health Services Instruction on the administration of Canadian Armed Forces health care complaints. There is currently no timeline for an expected completion date as it is related to resourcing and pending legal review.  

An Orientation Package was developed and provided to clinic staff with information on the new process. Analysts are currently required to complete training before they start working on files, and three courses are being developed for the analysis of health care complaints.  

Posters about the new Patient Complaint Submission Tool are displayed in clinics and more information can be found on the CFHS Information for Patients SharePoint (D365), including the complaint submission form, reasons a member can submit a complaint, and alternative options to submit or resolve a complaint. The form can also be accessed on Canada.ca. 

Information about the Health Care Complaint process can also be found on the DND/CAF Ombudsman website. 

This recommendation has been partially implemented and we will continue monitoring its progress.

Recommendation 2

By May 2026 that the Canadian Armed Forces dedicate resources to develop a centralized tracking system for health care complaints submitted across Canadian Forces Health Services centres and to Canadian Forces Health Services Group directly. This would include implementing a formalized Lessons Learned Framework for continuous improvements, detailing trends in health care complaints and collecting disaggregated data.

Recommendation 2 Status:  Implemented

The Canadian Forces Health Services Reviews and Investigations Program (CFHS R&I) launched the Patient Complaint Submission Tool in November 2024 to address medical and dental care complaints. They use a centralized Incident and Complaint Management Database for all complaints. 

With this database CFHS R&I is able to track all submissions including processing time and all recommendations tied to the analysis of a complaint. This allows them to collect disaggregated data and identify trends.  

The CFHS R&I developed and implemented a lessons learned framework that is currently in the process of being formalized as a policy, and continue to collect patient feedback to identify opportunities for future improvements. 

This recommendation is considered implemented.