CONCERN POLICY

Do you have a concern you would like us to address?

The Niagara Falls Community Health Centre (NFCHC) strives to provide the highest quality of healthcare. If you have a concern about the quality of care or any of the services provided by the NFCHC, please let us know.

Why file a concern?


It is important that we are made aware of your concerns so that we can make changes or improvements in the way that we provide health care services to all patients.

How to file a concern:


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 Concern Form. This form is available on the website or at reception.
Please note, anonymous complaints will be disregarded

Concern forms can be:


Submitted in person to NFCHC reception

or

Mailed to: Laura Blundell, Interim Executive Director

Niagara Falls Community Health Centre
4790 Victoria Avenue
Niagara Falls ON L2E 4C2

or

Emailed to: concerns@nfchc.ca

or

Faxed to:  (905) 356-5676

3. Concerns will be reviewed and investigated. We will acknowledge receipt of your concern.

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.

The Executive Director will review all concerns within 30 days of receiving the concern.

In order to address concerns, the Executive Director may review the concern with the appropriate health care team member and ask him/her to provide input to a written response. The Executive Director may also arrange to meet with you regarding your concern.

 

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 have any questions regarding this client concern process please contact:

Laura Blundell, Interim Executive Director

Niagara Falls Community Health Centre
4790 Victoria Avenue
Niagara Falls ON L2E 4C2

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

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