University Hospital Foundation Complaints Policy

POLICY OBJECTIVES/PURPOSE:

The purpose of this policy is to create a transparent and fair method of receiving and responding to complaints.

POLICY STATEMENT

The University Hospital Foundation (the “Foundation” or “UHF”) is committed to high standards of conduct. We recognize that at times, there may be concerns or complaints from interested parties. We believe that the process for resolving concerns and complaints should be timely, fair, and respectful. The Foundation is committed to maintaining its positive reputation within the community and encourages external stakeholders, members of the community, to bring any concerns directly to UHF.

SCOPE

This policy applies to complaints from interested parties of the Foundation such as donors, partners, program users, and other members of the community, who have complaints that the Foundation is not complying with its policies and procedures, including matters addressed in the Imagine Canada Standards.

GENERAL

Personal information collected by the Foundation is kept in confidence and is only disclosed where necessary to meet the above purposes. For example, the Foundation may disclose limited personal information to Alberta Health Services or the University of Alberta so that they may directly recognize a particular donation. Our employees are only authorized to access personal information if they need to use that personal information for the reason(s) for which it was collected. Safeguards are also in place to ensure that the personal information is not disclosed or shared more widely than is necessary to achieve the purpose for which it was collected and to prevent its being lost or destroyed. The Foundation also takes measures to ensure that the integrity of this information is maintained. The University Hospital Foundation does not rent or sell mailing lists. It does, however, exchange donor names from time to time with carefully selected charities as a cost-effective way to reach new potential donors. Individuals also have the opportunity to opt out altogether of having their personal information used except as required by law. If an individual wishes to change, limit, or withdraw consent to the use of personal information with regards to its collection, use or disclosure, they should contact our offices directly.

Many problems can be resolved easily and quickly, often at the time they arise, by speaking with your Foundation representative or by contacting the Foundation’s general inquiries telephone line at 1-833-GIVE-UHF (1-833-448-3843), emailing [email protected] or by mail at:

University Hospital Foundation
1H1.91 WMC, 8440 112 St NW
Edmonton, AB T6G 2B7

Steps will be taken to resolve each complaint within reasonable limits. The University Hospital Foundation leadership will determine what reasonable action can be taken to resolve the complaint, including whether or not UHF’s Board will be briefed on the issue.

The Foundation will respond as soon as reasonably possible after the matter has been reviewed and a determination has been reached. The complainant will be advised of the end result of the review while respecting the privacy rights of the individual(s) involved.

A summary of UHF’s treatment of all complaints shall be presented to the Board annually for review.

Related Policies and Procedures
Privacy Policy (GOV-005)

Glossary

Complaint – An expression of dissatisfaction about the service, actions, or lack of action by the Foundation as an organization or a staff member or volunteer acting on behalf of the Foundation.

Volunteers – Individuals who are not employed full-time by the organization but perform specific tasks at or for the Foundation.