Complaints Process

CDI encourages patients to provide feedback on their treatment within the facility.  It is understood that at times, patients may have a negative experience and require a mechanism to lodge a complaint and seek resolution.

Our system of triage and early resolution ensures that most complaints are resolved quickly and informally, through conversations or meetings. However, more complex complaints, especially those involving more than one department or multiple individuals, can take more time and, if the matter cannot be resolved quickly, it could require an investigation. 

All patient complaints and corresponding complaint responses including any corrective actions taken by clinic management will be documented and stored for a period of 3 years from the date of the complaint.

Patient complaints and any associated remedial/corrective actions will be reviewed at every Quality Assurance meeting.

Process

• Ensure the patient has had the care at the correct location
• Request the patient provide the complaint in writing by emailing us at      cambridgediagnosticimaging@gmail.com
• Clinic management and/or the Licensee will review the complaint within 5 business days
• Seek information from any staff members involved in the complaint (if applicable)
• Conduct a more detailed investigation if applicable
• Communicate our findings, decision or corrective actions to the patient in writing by      responding to the original email within 10 business days

SAMPLE POSTING

Do you have a complaint about a healthcare experience?  We know how frustrating it can be to not feel heard or understood, especially when it comes to your care or the care of someone you love.

We take your complaint and feedback seriously and wish to resolve it in a transparent and professional way.

How to lodge a complaint

To communicate a formal complaint, please email us at

cambridgediagnosticimaging@gmail.com

Please provide as much detail as possible along with your name and contact information so that we can get back to you.

What to expect when you make a complaint

When we receive a complaint, we take the following steps;

• We ensure you had the care and experience at the correct location
• We review the complaint within 5 business days of receipt
• We listen to all sides and try to resolve your complaint
• We may conduct a detailed investigation if applicable
• We share our findings and/or decisions to you in writing by responding to the      original email within 10 business days.

If you are not satisfied with the outcome of your complaint, you can contact the Office of the Ombudsman of Ontario at:

483 Bay Street, 10th Floor South Tower

Toronto, ON  M5G 2C9

Toll-free (Ontario only):  1-800-263-1830

Outside Ontario:  416-586-3300

TTY (Teletypewriter): 1-866-411-4211

Fax: 416-586-3485

Toll-free Fax:  1-866-863-2560

Email:  info@ombudsman.on.ca