Providing Feedback

Do you have a concern you would like us to address?

Couchiching Family Health Team strives to provide the highest quality of healthcare programs in a safe and supportive environment. If you have feedback about quality of care including program information, we encourage you or your family to first discuss your suggestions with appropriate members of your healthcare team. The nurses, social workers, and other health care professionals who have been involved in your care are most familiar with your particular situation. Usually they will be able to quickly resolve any issues you may have.

If a member of your healthcare team is unable to satisfy your concerns, or if you are not satisfied with their response, please file a feedback form with the Couchiching Family Health Team’s Chief Executive Officer. All such complaints will be thoroughly investigated without compromising a patient’s future access to care.

Why Give us feedback?

It is important that program leads are made aware of any concerns or suggestions that may result in changes to systems that improve services to all patients.

The Feedback Process

Initially you should try to speak with appropriate members of your healthcare team about your concern as soon as reasonably possible. If you are unable to resolve the problem in this way, please take the following steps:

1. Complete the feedback form, speak directly with the Executive Director in person or by phone, send an e-mail, or use another appropriate communication method.
2. Feedback forms can be mailed to:
   Lynne Davies, CEO
   203-119 Memorial Avenue
   Orillia, ON L3V 5X1
3. Feedback forms can be emailed to:
   Lynne Davies, CEO
   l.davies@cfht.ca 
4. Once received, the feedback form will be reviewed by the Chief Executive Officer, and Physician Lead if appropriate.
5. All feedback will be thoroughly investigated and a written response sent to the individual within 30 days of receipt of the feedback form (followed up with a phone call).

In order to address concerns, the Chief Executive Officer may review the feedback with appropriate health care team member and ask him/her to provide input to a written response. The Chief Executive Officer may also arrange to meet with the individual regarding the concern.

Safeguarding Your Privacy

Because all medical information is confidential, consent will be obtained from the individual who is filing a feedback form, if patient confidential medical information is required to address the concern.

Feedback and responses will not become part of the patient’s electronic medical record.

Couchiching Family Health Team Chief Executive Officer will provide a summary report of feedback to the Board. This summary report will not contain patient's’ personal information.

What are the possible outcomes from completing a feedback form?

When all the information is reviewed, Couchiching Family Health Team may decide to do one of the following:

• Take no further action if the care provided was appropriate
• Remind, counsel, or provide training for a healthcare team member if the Chief Executive Officer believes the team member would benefit from some advice, direction, or training
• Refer concerns to Couchiching Family Health Team’s Lead Physician for further review
• Decide not to investigate because the feedback is made in bad faith or is an abuse of process
  
  

Further Recourse

If you are not satisfied with the outcome or handling of your feedback by the Chief Executive Officer, it can be referred to the Board of the Couchiching Family Health Team via Dr. J. Greg Armstrong, Board Chair at: 204-119 Memorial Avenue, jgarmstrong@osmh.on.ca, telephone: 705-323-9800, fax: 705-323-9601.

If you have questions regarding this feedback process, please contact:
Lynne Davies, CEO
203-119 Memorial Avenue
Orillia, ON L3V 5X1
705-329-3649 ext. 201
l.davies@cfht.ca
Fax: 705-327-8370

If you have feedback about quality of care including program information, we encourage you or your family to first discuss your suggestions with appropriate members of your healthcare team. The nurses, social workers, and other health care professionals who have been involved in your care are most familiar with your particular situation. Usually they will be able to quickly resolve any issues you may have.

If a member of your healthcare team is unable to satisfy your concerns, or if you are not satisfied with their response, please complete the following feedback form which will be sent directly to the Couchiching Family Health Team’s Chief Executive Officer.