COVID-19 Information regarding Complaints/Investigations
The Complaints and Investigation Department of the College continues to function and address complaints during this difficult time. The College as a whole recognizes that physicians are an essential part of the response to the COVID 19 pandemic and has made its priority ensuring that physicians are able to provide competent and safe care to those who need it. For this reason, our Department’s priority will be addressing concerns about physicians that represent a risk to the public and patient safety. We recognize that every person who complains wants their concerns to be addressed effectively and efficiently. We are committed to doing our best to meet expectations, but ask for your patience if the processing of your complaint is delayed. During the pandemic, our focus will be balancing the urgent needs of the health care system for physicians focused on providing care with addressing what are valid but not urgent concerns about individual physicians.
With the expected disruption in our work flow, we ask that you submit correspondence by email if possible. Our email address is firstname.lastname@example.org.
Ethical Standards and Professional Conduct
All physicians must follow standards of practice and ethical behaviour set out by the College. Those standards are found in the Bylaws, including:
Complaints & Investigations
Concerns about a physician’s care or conduct are addressed through the College’s complaints and investigations process according to provincial legislation, namely The Regulated Health Professions Act . The process is administered by College 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
The College 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 the College:
- 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
- by email at email@example.com.
If you already know you want to submit a complaint, please go to Submitting a Complaint.