A YEAR TO REMEMBER
In June 2018, I began my role as the new Registrar
and CEO of the CPSO. It was a great privilege to be
given this role and the change mandate I was tasked
with was challenging yet exciting. Change is difficult
but absolutely necessary in order to be successful in
the ever-changing health-care environment. Much of
our early success was thanks to the confidence and
trust of the CPSO Council and staff.
One of the key changes was to improve the
relationship with our members – the thousands of
physicians who work hard to provide quality care
to the patients of Ontario. We cannot successfully
serve in the public interest without working with
those providing the care. We have improved
communications with our members and I have
visited with hundreds of physicians at various events
across the province. What we heard reinforced what
we knew had to be done and the road ahead was
going to be challenging.
During those last six months of 2018, we began
to make Right-Touch Regulation an area of focus.
We aim to be the regulator that is consistent,
proportionate, targeted, transparent, accountable
and agile. This new framework required us to look at
our processes and make continuous improvements
across the organization. We successfully launched
Alternative Dispute Resolution (ADR) and have also
lowered our time to respond to complainants from
21 business days to two business days. Our ability to
resolve concerns and complaints more efficiently and
effectively is having a resoundingly positive effect on
patient and physician satisfaction.
We also launched our strategic planning process
in 2018 and had enthusiastic participation from
physicians, patients, and our health-care partners.
I look forward to sharing our final plan very soon.
In the coming year, we will be heavily focused on
Quality Improvement. Led by Dr. Sheila Laredo, we
have begun piloting our three new QI tools: New
Member Orientation; Practice Profile; and Self-
Guided Chart Review. Early feedback on these tools
from our physician pilot program participants has
been extremely positive.
As I look back on my first six months on the job, I think
we’ve made some great progress, all thanks to an
amazing group of dedicated CPSO Staff, an engaged
and supportive Council and physicians who are open
to working with us. I am excited to work together to
shape the future of professional regulation.
Registrar and CEO
CPSO ANNUAL REPORT 2018 // page 4