Ensuring timely resolution of patient complaints
Right-Touch Regulation
Continuous Improvement
Quality Care
SERVING IN THE PUBLIC INTEREST
Ensuring timely resolution of patient complaints
A key responsibility of CPSO is to respond to concerns and investigate complaints from members of the public about physicians in Ontario .
Resolution
The Alternative Dispute Resolution ( ADR ) process is an early resolution tool used by mediators to help complainants and physicians reach a mutually agreeable outcome . ADR sees complainants and doctors arrive at an outcome together , with a mediator ’ s help , mitigating the need for the matter to be heard before a panel of the Inquiries , Complaints and Reports Committee ( ICRC ).
CPSO ’ s commitment to promptly responding to a complaint allows us to resolve low-risk issues early ; 98 per cent of all complaints are followed up within two business days .
In 2023 , 46 per cent of cases were resolved through early resolution compared to just 16 per cent in 2018 .
Improving Understanding of the Complaint Process
In 2023 , we posted an educational video on our website to help the public understand the complaint process and the role of CPSO .
Courtesy Calls
Our Courtesy Call initiative is simple and straightforward : when a low-risk , non-clinical concern is received from a caller , we flag the concern to the physician with a courtesy call , allowing for an informal resolution before a formal complaint is made . In 2023 , CPSO made 1,821 courtesy calls to physicians .
These strategies provide an opportunity to unburden the investigation system , resolve matters more efficiently and increase both patient and physician satisfaction with the College ’ s process . Significantly , they allow us to focus more of our resources on high-risk matters , using the principles of right-touch regulation to identify risk appropriately and to align with our duty to serve in the public interest .
CPSO ANNUAL REPORT 2023
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