We value patient feedback
At our clinic, we are committed to patient-centred, quality care. We welcome and value our patients’ questions, concerns and suggestions for improvements, and invite patients to take advantage of the many ways that you can provide feedback:
- Contact the management team at [email protected]
The Patient Experience
Our clinic is committed to providing the best possible services to the people we serve. We strive to provide the highest quality of healthcare in a safe and supportive environment. If you have a concern or complaint please be assured that we would like to hear from you.
We appreciate patient feedback so that we can hear what is working well and how we can improve. We share both positive and constructive feedback with our whole team.
If you would like to provide feedback in a timely fashion, please email to [email protected]
Where to Make a Complaint
We encourage you or your family to first discuss your concern with the appropriate members of your healthcare team. The doctors, staff, and other healthcare professionals who have been involved in your care are most familiar with your particular situation. Usually they will be able to quickly resolve any issues you may have.
If these individuals are unable to resolve your concern, you can make a formal complaint, in writing, which will be directed to the Operations Supervisor (or delegate) of our clinic. It is important your complaint be in writing so it is clear and we can tailor our response accordingly. It will be a great help if you are as specific as possible about your complaint. Please visit the link below for the formal complaint/concern form.
Our Process for Resolving Complaints
If you have made a formal complaint, the Operations Manager (or delegate) will:
- Acknowledge and discuss your written complaint with you
- Explain the complaints resolution process to you
- Inform you of the progress of your complaint
- Attempt to facilitate a fair, speedy and efficient resolution of your complaint
The Operations Supervisor (or delegate) will acknowledge your complaint ideally within 14 business days. Your complaint may be presented to our Operations Committee. Of course, some complaints can be complicated to investigate and resolve, and in those cases we may need more time.
When we look into your complaint, we will aim to:
- Find out all the details regarding your complaint.
- Facilitate an opportunity to discuss your complaint with those involved if appropriate.
- Make all efforts to find a satisfactory resolution.
- Identify what we can do to prevent the problem in future.
The ultimate goal of our conflict resolution process is the continuation of a good therapeutic relationship so that you can continue to receive health care services in a manner that is responsive, efficient, safe and sensitive to your needs.
Complaining on Behalf of Someone Else
We understand that family members and friends play important roles in advocating for our patients. If you wish to file a complaint on behalf of your family member or friend, please note that we have rules that we must follow with respect to privacy and patient confidentiality under the Personal Health Information Protection Act, 2004. We will need to know that you are acting with the person’s permission. A note, signed by the person concerned, will be needed unless you are the individual’s substitute decision maker in which case evidence of this will be required.