Marathon

The following information outlines the process that staff are directed to take, should a patient lodge a formal complaint with regard to the collection, use or disclosure of their personal information.

Complaints Process Re: General Organizational Policy or Procedure Issues

• All staff are responsible to listen and attempt to reconcile the general issue that the patient is bringing forward for resolution.
• If staff are unable to provide the patient with a resolution that is to the patient’s satisfaction, all staff are to advise the patient to put their complaint in writing, to be addressed to the Director of the Marathon Family Health Team.
• The Director has the responsibility to respond in writing to the written complaint, within thirty (30) days.
• If the patient does not wish to place the complaint in writing, the staff member will immediately contact the Director to deal with the issue at that moment, and will place the patient in a private examination room.
• The Director has the responsibility to document the patient complaint and their response directly to the patient chart.
• The Director has the responsibility to advise the Associate Physician Group or the Family Physician, the contents and resolution of the complaint, at the next Board meeting, if the Director believes that other issues will present as a result of the complainant’s concern.
• The Director has the responsibility to advise the Associate Physician Group or the Family Physician, the contents and attempted resolution of the complaint, immediately, if the Director believes that other issues will present as a result of the complainant’s concern.