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Healthy trade between Scotland and Canada

by Lynne Campbell | Posted in Complaints management solutions | 11 August 2016
Healthy trade between Scotland and Canada

Ontario’s first Patient Ombudsman came into effect on July 1st 2016.

A robust procurement exercise led to the selection of Workpro case management software from Edinburgh-based Computer Application Services Ltd (CAS).

The Patient Ombudsman will attempt to facilitate resolution of, and may investigate complaints about health sector organisations in the Canadian province, namely public hospitals, long-term care homes and community care access corporations (CCACs).

The Ontario Government passed a Bill establishing the Patient Ombudsman in December 2014*. Health Quality Ontario (the advisory body on quality in health care for the province) was then tasked with the establishment of an office of the Patient Ombudsman. A key part of the project was the selection of a case management system to support Patient Ombudsman’s work.

Patient Ombudsman sought an off-the-shelf, end-to-end solution that could support their new processes with minimal configuration. Workpro will be used to document and track complaints, standardise and streamline workflows and provide management reporting and information.

Lenna Bradburn, Executive Director (Interim) for Patient Ombudsman comments: "Workpro was selected following an open, competitive bidding process. In addition to meeting our technical requirements, we were impressed by the user feedback provided by current clients of CAS. Workpro emerged as the solution that we believe will best serve our needs."

Security of data and access to the system are common concerns for Workpro clients as the cases they handle can be sensitive. CAS will work closely with the Patient Ombudsman’s office to ensure that all privacy, security and legislative requirements are met, including the protection of personal health information. Offering a choice of on-site deployment as well as cloud hosting, keeps Workpro clients’ options open.

A proven solution used by many organisations in the United Kingdom and worldwide, Workpro has been specifically developed to meet Ombudsman and Commissioner needs. Ongoing development ensures the software keeps abreast of market, technology and legislative changes, with regular user input informing the product roadmap. Patient Ombudsman will be able to capitalise on CAS’s experience of the Ombudsman community which is reflected in the product.

For more information on Workpro visit or call Ken Naismith on +44 (0)131 449 7071.


*The Ontario Government passed Bill 8, the Public Sector and MPP Accountability and Transparency Act, 2014 in December 2014, which included amendments to the Excellent Care for All Act, 2010 to establish a Patient Ombudsman. On December 10, 2015, Christine Elliott was announced as the province’s first Patient Ombudsman. The amendments came into force on July 1, 2016 and Ms. Elliott was officially appointed as the Patient Ombudsman.

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