We want to hear from you! If you have any compliments, concerns, suggestions or questions, please share them with us.
Our staff takes great care to safeguard your privacy. Please be aware that this form is transmitted over the web and viewed by administrative staff as well as other Arnprior and District Family Health Team staff as needed.
This feedback form is not to be used for:
- Communicating confidential information, such as personal identifiers (date of birth, medical conditions, etc.)
- Obtaining medical advice
- Urgent matters
- Contacting a health care professional with either general or specific health-related questions
For communications of this nature, please contact your physician directly, or call the AFHT administrative contact at your site.
POLICY TITLE: 2.4 Patient and Public Feedback and Complaints Policy
PURPOSE:
The purpose of this document is to define the policy and procedures for patients, caregivers and public feedback and complaints brought to the attention of the Arnprior & District Family Health Team (ADFHT).
DEFINITIONS:
Feedback: “Feedback “ means transmission to the ADFHT, by patients, caregivers or the public, of information, comments or evaluative communications concerning programs and services offered by the ADFHT.
Complaint: “Complaint” means feedback of a critical nature. For greater certainty, this policy does not apply to complaints originating from ADFHT employees, or Family Health Organization (FHO) physicians or their staff, which are governed by the Internal Complaints Policy.
POLICY:
The ADFHT manages feedback according to the following principles:
- Feedback is taken seriously and valued by the ADFHT. It will be used to drive Quality Improvement Initiatives and reinforce the value of the services provided by the ADFHT.
- The ADFHT ensures that a complaints and dispute resolution process is in place to address patient complaints regarding:
- Eligibility to receive services;
- Decision to terminate services; or
- allegation of misconduct by Recipient Personnel or independent contractors
3. The ADFHT will regularly solicit, gather and analyze feedback using the website, the annual Patient Experience Survey and other means such as focus groups.
4. The ADFHT will ensure that this policy is readily available to our patients and the public.
5. The ADFHT recognizes that the FHO Physicians are accountable to the FHO, regulated by the College of Physicians and Surgeons of Ontario (CPSO) and act individually as Health Information Custodians for their patients’ personal health information. If the FHT receives Feedback regarding the FHO, or a FHO physician or office employee, the FHT will assist the provider of the feedback to redirect the feedback to the FHO or other appropriate party.
6. No adverse consequences will be applied to a complainant who acts in good faith.
7. All complaints will be managed in accordance with the ADFHT Confidentiality Policy and Performance Management policies.
8. Serious complaints about ADFHT’s services require formal acknowledgement and a structured, organizational approach to managing beyond the point of care.
9. Point of Care complaints or feedback will be managed by the Interdisciplinary Health Team (IHP) providers, where appropriate.
PROCEDURE:
This procedure will ensure that Feedback, is dealt with consistently and in a timely manner.
Feedback:
1.1 A patient, caregiver, member of an organization or a member of the public submits feedback or a complaint on the website feedback form, by telephone, in writing (email or letter) or verbally to an employee.
1.2 If the feedback requires a response which is resolved through the provision of information or follow up from an Interprofessional Health Team provider, the team provides the necessary information or service to the individual providing the feedback.
1.3 Feedback which requires a response that cannot be managed at point of care or is regarding a FHO Physician or their staff is addressed by the Executive Director who initially responds to the person providing feedback.
1.4 The Executive Director will provide information to the FHO Lead regarding the complaint or feedback.
1.5 The FHO Lead will follow up with the physician who is the subject of the complaint. And/or the patient, depending on the nature of the complaint.
1.6 All feedback and compliments are documented on the Feedback Log, regardless of whether the feedback is anonymous, or does not require a response.
Complaints
2.1 Complaints may be made and resolved at the point of care. The IHP will report any serious complaints to the Executive Director, including steps taken to resolve the complaint.
2.2 A complaint may be brought to the attention of ADFHT though the website feedback form, by telephone, in writing (email or letter) or verbally to an employee. If a complainant approaches an employee to communicate a complaint in person, the employee will ensure the conversation takes place in a location where the complainant can speak freely and not be overheard. If at any point an employee has concerns that the complainant is raising their voice or exhibiting threatening behaviour, the employee may request the support of the Executive Director or another employee.
2.3 Complaints regarding the Executive Director or Lead Physician are managed by the ADFHT Board and follow the steps outlined in section 3.0 below.
2.4 The complainant will be asked to complete a Feedback/Complaint form. If they are not able to do so, the employee can transcribe the information on their behalf and review it with them. The complainant will be informed that the information will be submitted to the Executive Director.
2.5 The employee will provide the complainant’s information to the Executive Director immediately. The same applies for information received through voicemail, email, the website or Feedback/Complaint form.
2.6 The employee and the Executive Director will respect the confidentiality and privacy of the employee who is the subject of the complaint. Under no circumstances will employees disclose details of the complaint to other employees.
2. 7 Where an employee is the subject of the complaint, the Executive Director informs the employee about the complaint, including necessary details. Depending on the nature of the complaint, a complainant’s request for anonymity will be respected where possible.
2.8 The Executive Director reviews the information provided and conducts an investigation including interviews with the employee who is the subject of the complaint and the complainant as well as any other employee or individual who may have witnessed or been involved in the subject of the complaint.
2.9 Serious complaints alleging illegal activity, a breach of privacy laws or clinical misconduct will be referred to the appropriate agency for investigation (i.e. police, Regulatory College, Privacy Commission, College of Physicians of Ontario, etc.) by the Executive Director.
2.10 Any disciplinary action resulting from a complaint will be managed in accordance with ADFHT’s human resources policies and/or governance policies. The Executive Director may enlist the support of a third party in investigating or proposing action (i.e., legal), in consultation with the Board Chair. Disciplinary actions may include but are not limited to requiring the employee to take action to remediate practices, including completion of educational upgrades, temporary suspension, temporary reassignment of duties, or termination of employment. If the investigation reveals that the complaint is not valid or that no disciplinary actions are required against the employee, the employee file will contain a brief note so stating. If a complaint is found to be valid, a note is placed on the employee file, documenting the complaint, details of the investigation, actions and outcomes.
- Other actions may include recommendations for quality improvement initiatives, changes to organizational processes or practices to mitigate recurrences of the incident or complaint.
- During the investigation and upon its completion, the complainant will be informed of the process and the outcome of the investigation, ensuring that the privacy of the individual who is the subject of the complaint is respected. For example, if a staff member is disciplined as a result of the complaint, the complainant will not receive the specific details of the disciplinary action, but rather an assurance that action has been taken.
2.11 Where the Executive Director and the complainant agree that the complaint is remedied in a mutually satisfactory manner, the Executive Director will document the resolution of the complaint in writing to the complainant. In the case that the Executive Director and the complainant cannot reach a mutually agreeable resolution to the complaint, the patient may request that the Executive Director bring the complaint forward to the ADFHT Board for review/appeal. The complainant will also be informed of the option to make a formal complaint to the staff member’s professional college.
2.12 If a complaint is brought to the Board of Directors for appeal, the Board will follow the process as outlined in 3.1 to 3.6 below.
2.13 All feedback, complaints and incidents are aggregated and reported to the Board of Directors on an annual basis to inform organizational risk and quality improvement initiatives. Serious incidents and complaints may require more frequent communication with the Board of Directors at the discretion of the Executive Director.
3.0 Complaints About the Executive Director/Clinical Lead and Appeal of Complaints
In the event that a complaint has been brought forward regarding the Executive Director or Clinical Lead, the Board Chair will be informed and works with the Board of Directors to review the complaint. This process also applies to patient or public complaints which have not been successfully resolved (see 2.13 and 2.14).
The Board will determine if the complaint is legitimate and if so, will appoint a Board Investigative Committee to conduct an investigation.
The Board Investigative Committee reviews the results of the investigation and proposed resolution, conducting further investigation as it deems necessary.
3.1 The Board Investigative Committee determines a resolution of the complaint after reviewing all the information it deems relevant. The Board Investigative Committee may require the support of a third party in investigating or proposing action (i.e., legal).
3.2 The resolution of the complaint is documented and the complainant(s) is informed by the Board Chair or designate. If employee disciplinary actions are taken as described in Section 2.10 above, the complainant will not receive specific details of the disciplinary action.
3.3 The decision of the Board Investigative Committee is final and not subject to further appeal.
3.4 The Board Investigative Committee will report back to the Board on the results of the investigation and recommendations for managing the complaint, including any proposed disciplinary actions.
3.5 The Board will determine who will communicate the results of the decision to the complainant.