COVID-19 Information regarding Complaints/Investigations
The Complaints and Investigation Department of CPSM continues to function and process complaints as efficiently as possible without hindering the health care system’s response to the changing situation with COVID-19. CPSM as a whole recognizes that physicians are an essential part of the response to the pandemic and has made its priority ensuring that physicians and other CPSM members are able to provide competent and safe care to those who need it. We continue to process and review all complaints, but there may be some delays in addressing some concerns.
The staff continues to work remotely and ask that you submit correspondence by email if possible. Our email address is email@example.com.
Ethical Standards and Professional Conduct
All physicians must follow standards of practice and ethical behaviour set out by CPSM. Those standards are found in the Bylaws, including:
Complaints & Investigations
Concerns about a physician’s care or conduct are addressed through CPSM’s complaints and investigations process according to provincial legislation, namely The Regulated Health Professions Act . The process is administered by CPSM staff in the Complaints & Investigations Department and overseen by one or more of the following Committees of Council:
- Complaints Committee
- Investigation Committee
- Appeal Panel of the Executive Committee
- Inquiry Committee
Overview of the Process
CPSM has a process to review all complaints and thoroughly address concerns in a manner that is fair to both the patient and physician. This involves:
- Receiving complaints in a clear and reliable format;
- Requiring physicians to respond to the complaint;
- Communicating with both the complainant and the physician as required to make sure all relevant facts about the complaint are known and understood; and
- Carefully considering all relevant material, including medical records where applicable.
The process can take several months, depending on the complexity of the complaint and how much information must be collected. The average time is four to six months, but it will take longer when there are complex issues or if formal discipline is necessary.
Anyone considering making a complaint should understand what to expect and the possible outcomes of their complaint before proceeding. [see Expectations and Outcomes]
If you have questions, you are welcome to contact CPSM:
- by telephone at 204-774-4344 or toll-free at 1-877-774-4344 and asking that your call be directed to the Complaints & Investigations Department; or
- via our Public Support Advisor at 204-774-4344 ext. 650 or firstname.lastname@example.org
- by email at email@example.com.
If you already know you want to submit a complaint, please go to Submitting a Complaint.