CLIENT COMPLAINT POLICY

The Niagara Falls Community Health Centre (NFCHC) strives to provide the highest quality of healthcare. In order to do this, we need to hear from you about the times things have gone wrong, so we can resolve matters as quickly as possible.  We treat complaints seriously, and learn from them so we can make changes or improvements in the way we provide health care services.

What is a complaint?


A complaint is an expression of dissatisfaction.

Our policy addresses complaints about:

  • the standard of service we provide

  • the behaviour of our staff that does not align with our organization's values

  • any action or lack of action by staff affecting an individual or group

Our policy does not address:

  • comments about our policies or policy decisions;

  • matters that have already been fully investigated through this complaint procedure;

  • anonymous complaints; or

  • if it does not constitute as a complaint, however, you have a suggestion for improvements, we would appreciate your feedback. Please share your feedback by emailing info@nfchc.ca.

How to file a complaint:


1. Discuss your concerns with the appropriate member(s) of your health care team.  These professionals involved in your care may be able to resolve the issue or they may refer you to another more appropriate member of the team.


2. If talking to the appropriate team member does not satisfy your concerns, you may chose to put your concern in writing by completing our Client Complaint Form.  This form is available on the website or at reception.  Please note, anonymous complaints will be disregarded

Complaint forms can be:


Submitted in person to NFCHC reception

or

Emailed to: info@nfchc.ca

3. All medical information is confidential. If the concern investigation requires a review of your medical information, then written consent from you will be asked for.

Patient concerns and concern responses are not part of your medical record nor will any concern impact your future care.  Your privacy will be respected.  Any reporting to our Board of Directors or to the Ministry of Health will be done in a way that maintains your privacy and confidentiality. 

 

We will address your concerns in a minimum of 30 days upon receiving your complaint following our internal process.

 

What are the possible outcomes of a concern?


When all information is reviewed, the NFCHC may decide to do one of the following:

• Take no further action if the complaint does not warrant it.
• Take further action internally, i.e. revising policies and procedures or providing additional training or education.
• Refer the concern to an outside agency.
• Decide not to investigate because the concern is made in bad faith or is an abuse of process.

If you would like a copy of our concern form, please click on one of the following links: