PUBLIC TRUST
2018
Investigations
Each year, most Ontario citizens will make a visit to
their doctor. The vast majority of these patients will
leave the encounter, impressed with their doctor’s
professionalism and reassured by his or her clinical
judgment.
That is not always the case, however, and sometimes,
the College will receive information that raises possible
concerns with a physician’s care or behaviour.
The College is committed to ensuring the safety of
patients and we address all issues brought to our
attention. However, we recognize that as case volumes
have increased, so has the length of time to wait for a
resolution.
In 2018, we found opportunities to provide better
service. We determined that we could realize
opportunities for greater efficiency, with no sacrifice
to fairness or effectiveness, by providing a regulatory
response that is proportionate with the complaint’s
level of risk to the public.
For example, we realized that much could be gained by
managing more low-risk matters to an early resolution.
We knew that of the approximately 4500 concerns
received annually, the Inquiries, Complaints, and
Reports Committee (ICRC) takes no action on 70%
of cases. Bringing more of those types of cases,
where possible and appropriate, to an early resolution
through Alternative Dispute Resolution – without need
of a full investigation and committee involvement –
allows us to unburden the system, facilitate matters
more efficiently and increase both complainant and
physician satisfaction with the College’s process.
Within six months of adopting this evidence-based
framework, we experienced the lowest number of open
investigations in five years. In fact, in using early
resolution, we closed more files than were received in
2018 (see chart on following page). This was a first in
recent College history. A faster response time will only
increase both complainant and physician satisfaction
with our processes.
Regardless of how we decide the complaint can best
be resolved, all of our processes are designed with
one goal in mind – to ensure that patients receive
quality care from their physicians.
90%
OF COMPLAINANTS WERE CONTACTED
WITHIN TWO BUSINESS DAYS OF
RECEIPT OF THE COMPLAINT.
THIS COMPARES TO 21 DAYS IN
THE PREVIOUS YEAR.
150%
INCREASE
IN CASES RESOLVED VIA
EARLY RESOLUTION
25%
INCREASE
IN COMPLETED CASES IN 2018
COMPARED TO 2017
CPSO ANNUAL REPORT 2018 // page 14