Accessibility Plan
The North Durham Family Health Team is committed to excellence in serving all clients in an accessible manner and we recognize that all people must be provided with an equal opportunity to access services and information in a manner consistent with the principles of independence, dignity, integration and equality.
Our Process for Resolving Complaints
If you have made a complaint about the manner in which we provide services or facilities to persons with disabilities, the Operations Manager (or delegate) will:
Acknowledge and discuss your written complaint with you
Explain the complaints resolution process to you
Inform you of the progress of your complaint
Attempt to facilitate a fair, speedy and efficient resolution of your complaint
The Operations Manager (or delegate) will acknowledge your complaint ideally within seven business days. Your complaint may be presented to our Operations Committee. Of course, some complaints can be complicated to investigate and resolve, and in those cases we may need more time. The Operations Manager (or delegate) will keep you apprised of our estimated timelines.
When we look into your complaint, we will aim to:
Find out all the details regarding your complaint.
Facilitate an opportunity to discuss your complaint with those involved, if appropriate.
Make all efforts to find a satisfactory resolution.
Identify what we can do to prevent the problem in future.
The ultimate goal of our conflict resolution process is the continuation of a good therapeutic relationship so that you can continue to receive health care services in a manner that is responsive, efficient, safe and sensitive to your needs.
Note: If your complaint involves the Operation Manager the Executive Director will be notified and may choose to process the complaint personally or delegate the responsibility.
Internal Reporting
Semi-annually we provide an anonymous (no names) report to the North Durham Family Health Team Board of Directors or designated sub-committee on any compliments and complaints we have received. The purpose of such reviews will include identifying common issues and trends and identifying mechanisms for continuous improvement.
If you have any questions, comments or concerns regarding accessibility at the North Durham Family Health Team, please contact Kara Wright, Executive Director, North Durham Family Health Team.
Kara’s contact information is kara.wright@northdurhamfht.ca or (905) 985-2895 EXT 6070.
Your feedback is important to us
We welcome and value our patients’ questions, concerns and suggestions for improvements, and invite patients to take advantage of the many ways that you can provide feedback.