STEP 1: Contact the Clinic

If you have a complaint or concern, please contact the clinic directly and ask to speak with the Office Manager. We will acknowledge receipt of your complaint within 48 hours.

STEP 2: Investigation and Resolution

The clinic will conduct an internal review to understand the circumstances surrounding the complaint. This may include:

• Reviewing relevant medical records
• Speaking with staff members involved
• Gathering any other pertinent information

STEP 3: Communication of Findings

Once the investigation is complete, the clinic will communicate the findings to the complainant. This may include:

• An explanation of the outcome of the investigation
• Any corrective actions taken
• Any changes implemented to help prevent similar issues in the future

STEP 4: Follow-Up

Depending on the nature of the complaint, the clinic may conduct follow-up communications to ensure the issue has been addressed and resolved to the complainant’s satisfaction.

STEP 5: Escalation to the Patient Ombudsman

If the complainant remains dissatisfied after completing the clinic’s internal complaint process, they have the right to bring their complaint to the Patient Ombudsman.

Patient Ombudsman Contact Information

Mail:
Patient Ombudsman
Box 130, 77 Wellesley Street West
Toronto, ON M7A 1N3

Phone & Fax:
Phone: 416-597-0339
Toll-Free: 1-888-321-0339
TTY: 416-597-5371
Fax: 416-597-5372