CCMSU MEDICAL IMAGING · TORONTO
Patient concerns
& complaints
A clear way to raise a concern and understand what happens next.
1. Tell us about your concern
Patients, their legal representatives and referring physicians can raise concerns about care or service. Speak with a staff member or contact the clinic and ask for the designated Patient Complaint Officer. Concerns can be raised verbally or in writing.
2. Acknowledgment and review
The published policy provides for acknowledgment within five business days. Staff will gather relevant details, including the concern, any previous discussion with staff and, where applicable, proof of representation.
The review may include relevant records, discussions with the people involved and possible solutions explored with you.
Resolution and follow-up
When resolution is expected within ten business days, the policy provides for a written response describing the resolution and any actions taken. More complex matters may need longer; you will receive an estimated resolution date.
After the investigation, you will receive a written outcome. If the issue remains unresolved, information on further steps will be provided.
Privacy and further review
Complaints are handled confidentially under the clinic’s published policy. Records of complaints, investigations and resolutions are retained for at least three years. The clinic reviews feedback to identify improvements.
The policy also identifies the Patient Ombudsman as a route for further review.
Original published document
Read the complete policy or save a copy for your records.
This patient guide is based on CCMSU’s published policy.
Need help? Call 416-391-5778.
CCMSU Medical Imaging
240 Duncan Mill Road, Suite 804 · Toronto, ON M3B 3S6
Phone: 416-391-5778 · Fax: 416-391-5779
info@ccmsu.com