Sharbot Lake Family Health Team
Complaints & Dispute Resolution Policy
The intent of the Complaints and Dispute Resolution Process/Policy is to demonstrate Sharbot Lake Family Health Team’s (SLFHT) commitment to its employees, patients and visitors by providing the steps to be taken in the event a complaint should be filed by an individual against an employee or the organization.
Policy
As a patient, visitor and/or employee of SLFHT, you have the right to safe treatment, respect, privacy, and active participation in your care. The Sharbot Lake Family Health Team recognizes that from time-to-time there may be concerns about the organization or its employees. If there are concerns about the care that has been received or the services we have provided, you have the right to ask questions, make suggestions or make a formal complaint while knowing there shall be no negative impact on your care. Most problems can be resolved easily and quickly, at the time they arise and with the participation of all parties involved. Ideally, your concerns should be brought forth within a reasonable time as this will allow us to establish what has occurred and how to resolve it in a timely manner. SLFHT wants to ensure that individuals with complaints can voice their concerns, but that they should do so through proper channels of communication.
Process
The proper channel for an individual to voice a concern or complaint against an employee is to approach the following individuals in the order indicated:
- The employee against whom the complaint is directed if comfortable
- Members of your healthcare team (Nurse Practitioners, Registered Nurses & Registered Practical Nurse, Dietician, Mental Health Workers, or other healthcare professionals who have been involved in your care are most familiar with your particular situation)
- Management of the Sharbot Lake Family Health Team
- Chair for the Sharbot Lake Family Health Team Board of Directors
Any SLFHT employee who receives a complaint will direct the complaint to Management and Management will:
- Ensure that all parties are aware of SLFHT’s process for registering complaints and resolving disputes
- Listen to the concerns and maintain a written record of the complaint and resolution
- Where appropriate, involve other staff in investigating and resolving complaints
- Identify the concerns and determine appropriate actions for resolution (e.g., apology, explanation, corrective action)
- Communicate the outcome to the complainant within 5 working days
- Will keep a copy of the written and signed complaint, along with the steps taken to resolve the matter.
In the event that Management cannot satisfactorily resolve the complaint, the complaint will be brought to the Board Chair to determine the best way to handle the concern.
If you have questions or to lodge a complaint, please contact the Sharbot Lake Family Health Team at 613-279-2100