514-316-7116

Patient Complaint Management Policy

Objective

CREOQ is committed to providing its patients with the highest quality care. As part of our commitment to continuously improve our services, we consider patient feedback, concerns, and complaints as valuable opportunities for improvement. This policy aims to ensure that all patient complaints are handled respectfully, promptly, and fairly, while respecting patient rights.

Patient Rights Regarding Complaints

Patients have the right to submit complaints about care received in our facility, whether concerning medical, administrative, or facility environment aspects. Patient complaint confidentiality is ensured at every step of the process, and patients will not face any form of discrimination or retaliation for expressing a complaint.

Complaint Submission Methods

We offer several ways for patients to submit their complaints or concerns:

  1. QR Code for Feedback: A QR code is available to patients in common areas of the center, such as waiting rooms and patient rooms. By scanning this QR code with a smartphone, patients can access an online feedback form and submit their complaint quickly and discreetly.
  2. By Email: Patients can send an email to our dedicated complaint management address: infocreoq@gmail.com. We commit to responding to all email complaints within 5 business days.
  3. By Phone: Patients can also call the center directly to discuss their complaint. They can reach the General Director by calling (514) 316-7116. We ensure a personalized response and handling of any concerns raised.

Complaint Handling

When we receive a complaint, it is addressed immediately. Here’s how we manage the process:

  1. Acknowledgment: As soon as a complaint is received, we send an acknowledgment to the patient confirming their complaint has been registered. This acknowledgment will include a summary of the complaint, the name of the person responsible for the investigation, and an estimated timeline for problem resolution.
  2. Investigation and Resolution: An investigation will be conducted to examine the circumstances of the complaint. Relevant department heads will be consulted, and corrective actions or solutions will be proposed if necessary. If the complaint is founded, measures will be taken to rectify the situation and prevent future occurrences.
  3. Communication with Patient: Once the investigation is complete, the patient will be informed of the investigation findings and actions taken. If the complaint concerns a specific aspect of medical care, a qualified staff member may also provide medical explanations if necessary.
  4. Confidentiality and Respect: All complaints will be handled confidentially and respectfully. The patient will be assured that their personal information will not be shared without prior consent, unless required for the investigation.

Follow-up and Continuous Improvement

The complaint handling process is fundamental to the continuous improvement of the Ambulatory Surgery Center’s services. We encourage our patients to share their feedback, whether positive or negative. This feedback is analyzed during management meetings and used to adjust our procedures, strengthen our best practices, and ensure an optimal care experience for all our patients.

Anonymized reports may also be published periodically to inform staff and patients of observed trends and corrective actions taken.

Conclusion

Complaint management is an essential aspect of our commitment to quality care. We strongly encourage all patients to express their concerns, as this helps us identify areas for improvement and ensure a safer and more pleasant care environment for everyone. Our goal is to quickly resolve any problematic situation while preserving patient respect and dignity.

The Ambulatory Surgery Center staff is available to answer any questions regarding this complaint policy, and we are committed to addressing all concerns with transparency and diligence.

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We thank you for your trust and collaboration in continuously improving our services.