Core Care Family Health Team Complaint Policy
Intent
The intent of the Complaint Policy is to demonstrate Core Care Family Health Team’s commitment to its employees and visitors by providing the steps to be taken in the event a complaint is filed by an individual against an employee or the practice. The Policy initiates the steps to be taken once a complaint has been launched.
Guidelines
CCHFT recognizes that from time-to-time there will be complaints about the practice or its employees. CCFHT wants to ensure individuals with complaints are able to voice their concerns, but that they should do so through proper channels of communication.
Regulations
Complaint against an Employee or the Practice
- the proper channel for an individual to voice a complaint against an employee is to approach the following individuals in the order indicated:
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- immediate supervisor or Practice Manager;
- Physician Owner (s)
- The immediate supervisor shall be informed of the complaint immediately by leaving a voicemail or by requesting a call back through a message sent by an employee.
- The voicemail or message will be responded to within 3 business days.
- If the complaint cannot be satisfactorily resolved by the individuals concerned, the supervisor will inform the family physician, and the physician shall maintain a record of the complaint and resolution.
- The Physician or the immediate supervisor shall maintain a record of the complaint and resolution and may choose to record the incident in the employee’s personnel file, in which case the employee shall be so informed and shall sign the documents indicating awareness that the item is being placed on file. The employee’s written response to the complaint shall be recorded on the personnel file, upon request.
- The physician shall ensure a protocol for the investigation and resolution of complaints is developed and supervisors and mangers are informed of the process
