Electronics Communication Privacy Act

Health Clinic Dispute Resolution Policy

Introduction

Our clinic is committed to providing high-quality healthcare services and respecting the privacy and rights of our patients. This dispute resolution policy outlines the procedures for addressing any concerns or disputes that may arise, ensuring a fair and efficient resolution.

Scope

This policy applies to disputes relating to patient care, billing, privacy, and the handling of personal and health information.

Initial Complaint Submission:

• Patients or their representatives are encouraged to address their concerns directly with the involved staff member or department. Most disputes can be resolved quickly and informally at this stage.
• If the issue cannot be resolved informally, or if the patient prefers, a formal complaint can be submitted to our Patient Relations Department via our website, email, or postal mail. Please include detailed information about the concern and any desired outcomes.

Acknowledgment of Complaint:

• Upon receiving a formal complaint, we will send an acknowledgment within five business days, including information on the next steps and the expected timeline for resolution.

Investigation:

• A thorough investigation will be conducted to understand the circumstances and gather all relevant information. This process may involve discussing the issue with the complainant, staff members, and reviewing medical records or other documents, with strict adherence to privacy laws and regulations.

Resolution:

• Based on the investigation’s findings, we will propose a resolution. This might include corrective actions, changes to clinic policies or procedures, apologies, or other remedies as appropriate.
• We aim to resolve all disputes within 30 days of receiving the formal complaint, though complex cases may take longer.

Escalation:

• If the proposed resolution is not satisfactory, the complainant can request an escalation of the dispute to clinic management or an independent mediator, depending on the nature of the dispute.
• For disputes related to privacy and data handling, patients also have the right to lodge a complaint with the relevant regulatory authority.

Confidentiality

Amendments