CPSO made 1,371 Courtesy Calls to Physicians in 2022 . Top Reasons : Medical Records , Communication Concerns , 3rd Party Forms
CPSO made 1,371 Courtesy Calls to Physicians in 2022 . Top Reasons : Medical Records , Communication Concerns , 3rd Party Forms
The large volume of work challenged the investigations team to complete an investigation within our target of 150 days . In response , the team implemented several changes to improve our internal processes . As a result , we have reduced the number of ongoing complaints in our system . In January 2018 , we had 2,242 ongoing complaints . In January 2023 , we had reduced the number to 1,444 .
Early Resolution
One of the biggest gains in realizing greater efficiency in our processes is by managing more low-risk matters in one of the early resolution streams .
In June 2018 , only 16 percent of complaints ended in early resolution , by the end of 2022 , 45 percent of complaints were managed using early resolution . This shift allows us to take a more proportionate approach to the complaints brought to us .
Our commitment to promptly responding to a concern also allows an opportunity to resolve a low-level issue early . When we contact the patient , we listen to their concerns , and answer any questions they may have . Following these conversations , the issues may sometimes be clarified and resolved , and , in such situations , the complainant may opt to withdraw their complaint .
Our Alternative Dispute Resolution ( ADR ) process allows us to come to a resolution earlier , without the need for a formal investigation . ADR sees complainants and doctors arrive at an outcome together , with a mediator ’ s help , rather than waiting on a committee decision . Working with the complainant and physician to resolve low-level concerns is an example of applying the principles of right-touch regulation to complaints .
Early resolution provides an opportunity to unburden the system , facilitate matters more efficiently , and increase both complainant and physician satisfaction with the College ’ s process . Significantly , it allows us to focus more of our resources on high-risk matters , again using the principles of right-touch regulation to identify risk appropriately to better protect patients .
Total Complaints Managed in 2022
1,064 3,971 4,133 1,444
# of open complaints January 1 , 2022
# of new complaints received in 2022
# of complaints closed in 2022
# of open complaints December 31 , 2022
Complaints Received Per Year
4,040 3,971 3,172
2021 2022
Physicians Received a Complaint in 2022
Resolution Process Used in 2022
45 % 36 % 11 % 3 % 1 %
Early Resolution
No Further Action
Advice / Remedial Agreement
Caution / Undertaking
Referral to Discipline
CPSO ANNUAL REPORT 2022 18