Systemic problems plague province’s low-income programs, Alberta Ombudsman report reveals

A new report from Alberta’s Ombudsman has revealed systemic issues within the province’s low income support programs.

Several complaints were made to the Ombudsman’s Office regarding the Alberta Adult Health Benefit program and the Alberta Child Health Benefit program, which are run by Alberta Health and Seniors, Community and Social Services, prompting an investigation.

These programs are designed to support low-income families with essential health services such as dental care, eyeglasses, prescription drugs, and diabetic supplies.

One complaint of note was from a father who applied for family benefits on multiple occasions due to serious health issues, but never got a decision on any of his applications.

“It’s always particularly concerning when the complaints come from Albertans who are vulnerable or rely on social programs for assistance,” Ombudsman Kevin Brezinski said in a statement.

Throughout the investigation, members of the Ombudsman’s office interviewed Albertans facing financial hardship made worse by healthcare expenses. The office says it also heard from the programs’ frontline staff who work to support Albertans but are hampered by “outdated technology.”

Systemic problems highlighted by the investigation include an unfair application process, inadequate communication with clients, ineffective IT infrastructure, as well as a lack of accountability and the absence of a policy to handle complaints.

Brezinski concluded his investigation by making 28 recommendations and five observations, the province says, adding the improvement emphasize the urgent need for modernization and increased oversight within the programs to make sure there is equitable access to healthcare benefits for all Albertans who are eligible.

He says it wouldn’t be possible to make these changes without those affected coming forward to share their stories.

“I would like to acknowledge the frustrated Albertans who took the time to bring their concerns to my office,” Brezinski said. “Without their assistance, the problems and issues identified within these programs may never have come to light.”

Alberta Health has committed to making amendments to policy, training manuals and public websites following the release of the report. The Ombudsman’s office says it will continue to monitor the programs and the departments’ implementation of the recommendations.

The Alberta Ombudsman’s office responds to complaints of unfair treatment by provincial government authorities, municipalities, the Patient Concerns Resolution Process of Alberta Health Services, health professions and other designated professional organizations.

According to the province, the Ombudsman is also Alberta’s Public Interest Commissioner, acting under the Whistleblower Protection Act to give public service employees a safe place to make a report should they believe wrongdoing is happening in their organization.