5 %
40 %
18 %
SERVING IN THE PUBLIC INTEREST
We have reduced the number of open complaints by 70 per cent since 2018 .
We received 3,966 complaints in 2023 and our streamlined processes allowed us to close many more files than were opened ( 4,753 versus 3,966 ). At the end of 2023 , we only had 657 open files – fewer than half of the 1,444 files open at the start of the year . By the end of the year , we were closing cases , on average , within 142 days of receipt -- well within our goal of 150 days .
Nature of Issue – Percentage of Complaints Received
74 %
Record Keeping
5 %
Communication
40 %
Diagnosis
18 %
|
Time to complete all types of Complaint Files
GOAL – 150
* 80th days percentile
|
were related to Clinical Practice
50 %
were related to Professionalism
|
Test Management
8 %
Ethics
6 %
Prescribing
14 %
Communication
39 %
|
Boundary / Sexual Impropriety
5 %
|
|
As of December 2023 –
142 days
|
16 % were related to Practice Management |
Records Transfer
2 %
|
Staff Communication
7 %
|
Infection Control
1 %
|
|
* Some complaints address more than one issue |
|
|
|
CPSO ANNUAL REPORT 2023
24