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Client Complaint Policy

Definitions

Stakeholder

Client, Client’s family, Caregiver, Donor, Service provider, Community partner and the general public

Point-of-care personnel

Employee, Student, Volunteer, Home Maintenance and Repair provider

Complaint

An expression of dissatisfaction about the service, action or lack of action by Links2Care or point-of- care personnel acting on behalf of Links2Care

Complainant

Person(s) lodging complaint

Policy

Links2Care is committed to providing quality care and working in collaboration and partnership with our stakeholders and values their feedback. It is the intent of Links2Care that all personnel comply with all Links2Care policies and procedures and are accountable for behaviour that reflects our core values of respect, dignity, trustworthiness, accountability, and offers support to those endeavouring to shed light an area for improvement or an area of strength.

If a stakeholder reasonably believes that a Links2Care service level or care experience is unsatisfactory or unacceptable, they are encouraged to share any complaints with us, to voice their concern to enable us to improve the area that requires development or improvement. Stakeholders who bring forward such concerns in good faith need not fear any reprisals from Links2Care.

To ensure convenience and accessibility for our stakeholders, Links2Care offers a variety of opportunities to forward concerns: electronically by email or by Links2Care’s website: https://www.links2care.ca/feedback/, in writing, email, by telephone, or in person.

If dissatisfaction is expressed by a client or stakeholder directly to point-of-care personnel, it is the responsibility of that point-of-care personnel to report the complaint to his/her supervisor immediately.

Links2Care will use the information obtained during the information gathering process to improve services and/or enhance the care experience of the client and or their caregiver or family.

The service area Director of which the complaint was made, is responsible for ensuring that all complaints are investigated appropriately within the established timeline and according to the impact of the event.

The Chief Executive Officer will be kept apprised of all complaints that are not resolved to mutual satisfaction by the Director responsible for the service within a timely manner. Links2Care will track all complaints and include this in our quality improvement annual review.

Procedures

A. Timelines

Reporting a complaint about an Unsatisfactory Care/Service Experience

  1. All stakeholders have the right to provide Links2Care with concerns about the quality of our care or services. Clients and/or their caregiver or family will be informed of our Client Complaint Policy upon admission to service, as permitted by privacy guidelines and with client consent.
  2. All Links2Care point-of-care personnel are required to report the complaint to their direct supervisor or on-call supervisor within 24 hours of receipt.
  3. The supervisor will contact the complainant within 48 hours to acknowledge receipt of their complaint and will review the information provided and the process to achieve resolution.  Timelines may be accelerated if complaints concern health and/or safety related to client safety or Links2Care personnel.
  4. Written complaints regarding the Links2Care Board of Directors will be shared with the Executive Committee of the Board.  The Board Chair or designate will determine the desired response protocol and advise the CEO in writing within 5 business days.

B. Information Gathering Process

  1. A Links2Care Manager or Director will connect with the Complainant and document the details via email, phone; whichever avenue best suits the Complainant. The Manager or Director will document the complaint on the Client Complaint Form.
  2. Links2Care Leadership will investigate the complaint for the purpose of seeking to understand perspectives and to support resolution.
  3. If a health and safety issue is discovered through the information gathering process, efforts will be accelerated to mitigate risk and facilitate a timely resolution.
  4. The Manager or Director is responsible for providing updates to the Complainant as necessary, for sharing the results of the information gathering and analysis process and for discussing options to support resolution.
  5. Outcome of the information gathering process leading toward resolution will be provided in writing and shared with the Complainant. The resolution will also be shared with Links2Care personnel, as appropriate, to support quality and/or process improvement.

C. Tracking of Feedback

  1. The Manager or Director who follows up with the Complainant will record relevant information, details and resolutions on the Client Complaint Form and information on the Feedback tracker that can be accessed on the shared drive within Links2Care’s server. Assess to this tracker will only be available to Managers and Directors will be password protected. The purpose of collecting this data (both positive and negative) is to support Quality Improvement Planning.
  2. Complaints and resolutions that have been tracked will be reviewed annually by Quality and Risk Committee of the Board.

Resources

Ontario Patient Ombudsman.ca

If resolution to an expressed concern cannot be found, the contact information of the Office of the Patient Ombudsman will be shared: 1-888-321-0339 or www.patientombudsman.ca

Client Complaint Form

  • Name
  • Address
  • If different from above
  • MM slash DD slash YYYY
  • The information stated above is an accurate account of the complaint to the best of my knowledge. I understand that this complaint will be treated confidentially. However, it may be necessary for Links2Care to contact me for more information on the complaint, and I will assist as necessary. I also understand that by making a complaint, a decision may not necessarily be reversed, nor can Links2Care guarantee that a policy will be changed. I understand that my complaint will be addressed in writing by the appropriate time as stipulated in Links2Care’s complaint policy.
  • MM slash DD slash YYYY