Annual Report 2018 | Page 14

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