Complaints Process

At The Plastic Surgery Clinic Inc. we are committed to ensuring that all patient complaints, written or verbal, made to the organization or to a staff member concerning the care of a patient(s) or the operation of the clinic are addressed promptly, fairly, and transparently while complying with all legal and regulatory obligations.

Upon receipt of a written or verbal complaint, the following steps will be taken:

• An acknowledgement of receipt will be provided to the patient within five business days.
• For complaints that can be resolved within 10 business days, a response will be provided to the patient within that timeframe. For complaints requiring more than 10 business days for resolution, an acknowledgement with an estimated resolution date will be communicated to the patient.
• For complaints alleging harm or risk of harm, including physical harm, the investigation will commence immediately.

The response provided to the patient following the resolution of the complaint will include the following:

• Contact information for making complaints to the Patient Ombudsman under the Excellent Care for All Act, 2010

Patient Ombudsman
Mail: Box 130, 77 Wellesley Street West
Toronto, ON M7A 1N3
Phone: 416-597-0339; Toll Free: 1-888-321-0339; TTY: 416-597-5371; FAX: 416-597-5372

A complaints record will be maintained for each complaint and shall include:

• Nature of the complaint (verbal or written).
• Date of complaint receipt.
• Actions taken for resolution, including dates and timeframes.
• Final resolution details.
• Dates and descriptions of responses provided to the complainant.
• Responses made by the complainant in turn.

All complaints will be reviewed quarterly by the Quality Advisory Committee, and trends will be analyzed to identify and implement improvements needed in the clinic. The complaints record will be maintained for a minimum of three years after the conclusion of the complaints process.

To file a complaint, please fill out the below form.