RESOLUTIONS
New process offers
effective resolution
ADR to be considered for low-risk complaints
that don't require formal investigation
T
he College has put in
place a process that
will address certain
complaints without the
need for a formal investigation.
The College receives approximately
2,700 public complaints per year of
varying complexity. As volumes have
increased, timelines have lengthened,
resulting in dissatisfaction for both
complainants and physicians. Adopt-
ing an Alternative Dispute Resolution
(ADR) process for certain complaints
offers an opportunity to streamline
the system and facilitate a more
responsive resolution.
When the College receives a com-
plaint, we always review it carefully
before deciding how to proceed. If
the matter is a lower-risk concern, it
may be most suitable for ADR.
If the complaint is suitable for
ADR, a CPSO mediator will ask
the physician and the complainant
if they agree to the ADR process. If
both agree, and the CPSO Registrar
approves the use of ADR, the media-
tor will work with the doctor and the
complainant to resolve the complaint
to their mutual satisfaction.
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DIALOGUE ISSUE 4, 2018
We are aiming to resolve a signifi-
cant number of these complaints
within 60 days.
This will enable the College’s
investigative resources to be directed
towards more serious matters.
Under legislation, the College
must resolve the complaint with
ADR within 120 days of receiving it.
The Registrar will promptly review
any resolution that is reached, and if
approved, will close the complaint.
As prescribed in the regulations, if
the physician and the complainant
are unable to reach a resolution, the
CPSO will investigate the complaint
and submit it to the Inquiries, Com-
plaints and Reports Committee for a
decision. This is also the process if a
resolution can not be reached within
120 days.
“By focusing on increased resolu-
tion, where possible and appropriate,
we should be able to also offer better
service, and increase both complain-
ant and physician satisfaction,”
said Dr. Nancy Whitmore, College
Registrar/CEO. She added that she
looked forward to providing regular
updates on the process.
MD
What types of
complaints can we
resolve with ADR?
S
ome communication
concerns
C
onsent issues
A
ccess to or transfer of a
patient’s medical records
P
ractice management issues
such as wait times
B
lock fee concerns, charging
for missed or cancelled
appointments or for
completion of medical notes
and forms
S
ome clinical issues, such as
concerns about assessment,
diagnosis, treatment and/or
follow-up
The College mediator
will work with the
doctor and the
complainant to try to
resolve the complaint
to their mutual
satisfaction