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Patients, residents, clients, and their families can be active partners in safe care. Help ensure a safe patient experience with information, tools, tips, and resources for patients and their families.
Patient Concern Resolution Process
If you have a question or a concern about the healthcare services you have received, there are several options that may be available. You may be able to resolve the problem simply by talking to your healthcare provider—a physician, a nurse, someone else directly involved in your care, or the appropriate supervisor. Your healthcare provider is in the best position to address your questions and concerns.
If your questions or concerns are still not fully addressed, you can:
- Talk to the healthcare organization or regional health authority that provided the care. Some have a patient relations officer, client representative, or patient advocate to assist you with the process.
- If you have specific concerns about the conduct of a healthcare provider, comments should be directed to the appropriate professional regulatory body, such as the College of Physicians and Surgeons, the Registered Nurses Association, or other health professions’ regulatory authorities. Regulatory bodies generally have their own concern-handling bylaws, policies, or procedures, and they can assist you. You may be asked to put your concern in writing and identify yourself so that the issue can be thoroughly investigated.
- If none of the above options results in the resolution of your question or concern, you may wish to contact the ministry of health in the province where you received your care.
- If your concerns are still not addressed, you may be able to appeal through various mechanisms including the provincial/territorial ombudsman or a similar advocacy body.
For more information:
Please note: If you received healthcare services in the Province of Quebec and have a question or concern about those services, please refer to the following website for information regarding resolution of your concern:
msss.gouv.qc.ca/reseau/plaintes.php
As it is recognized that the patient's family or another advocate may be included in the concern resolution process, the term "patient" includes family members or advocates.
