Patient Feedback and
Resolution Process
At KMH, we value transparent processes when reviewing patient feedback, including compliments, concerns, and complaints. Our commitment is to address complaints and concerns with our core values of respect, empathy, life, health, and safety.
At KMH, we value transparent processes when reviewing patient feedback, including compliments, concerns, and complaints. Our commitment is to address complaints and concerns with our core values of respect, empathy, life, health, and safety.
Patient Feedback and Resolution Process
1
Definitions
Complaint/Concern: Refers to dissatisfaction, worry, or anxiety about the care or service received.
Compliments: Positive feedback regarding a patient’s experience with a specific staff member or
healthcare team, deserving recognition.
2
Our Approach
Encouraging Open Communication: We promote open communication and continuous quality
improvement within our clinical teams.
Consent for Investigation: To protect patient privacy, we require written or verbal consent from
the patient, providing their full name and contact information, before initiating any investigation
or assistance.
Options to Share Feedback:
a. On-site Communication: Share your feedback while on-site at any of our labs with a member
of your healthcare team.
b. Patient Experience Survey: Provide us with your email to complete an electronic survey.
c. Contact Us: Reach out via email (info@kmhlabs.com) or
phone (905-855-1860) to speak to the appropriate team lead/manager.
3
Handling Concerns/Complaints
Receiving Patient Consent: Upon receiving the patient’s consent, the concern is brought to the
attention of the appropriate team lead, manager, or physician.
Timely Acknowledgment: We promptly acknowledge the patient’s concern within 5 business days via email or telephone.
Internal Investigation: The concern undergoes a thorough internal investigation and assessment.
Remedial Training: We implement additional training if necessary to address any issues raised.
Continuous Monitoring: We continually monitor and assess the situation to ensure resolution.
4
Flexibility
Customization: This process serves as a guideline and can be adapted to meet individual situation
needs.
Resolution Time-frames:The time frames for resolving complaints may vary depending on severity and complexity.Complaints will be investigated, resolved (where possible) and a response provided to the patient within 10 business days upon consent from the complaint. If the complaint cannot be investigated and resolved within 10 business days, we will provide a date when the complainant can reasonably expect a resolution.
Patient Ombudsman of Ontario contact information:
Toronto: 416.597.0339
Toll free: 1.888.321.0339
Fax: 416.597.5372
Email: info@patientombudsman.ca
1
Definitions
Complaint/Concern: Refers to dissatisfaction, worry, or anxiety about the care or service received.
Compliments: Positive feedback regarding a patient’s experience with a specific staff member or healthcare team, deserving recognition.
3
Handling Concerns/Complaints
Receiving Patient Consent: Upon receiving the patient’s consent, the concern is brought to the attention of the appropriate team lead, manager, or physician.
Timely Acknowledgment: We promptly acknowledge the patient’s concern within 5 business days via email or telephone.
Internal Investigation: The concern undergoes a thorough internal investigation and assessment.
Remedial Training: We implement additional training if necessary to address any issues raised.
Continuous Monitoring: We continually monitor and assess the situation to ensure resolution.
2
Our Approach
Encouraging Open Communication: We promote open communication and continuous quality improvement within our clinical teams.
Consent for Investigation: To protect patient privacy, we require written or verbal consent from the patient, providing their full name and contact information, before initiating any investigation or assistance.
Options to Share Feedback:
a. On-site Communication: Share your feedback while on-site at any of our labs with a member of your healthcare team.
b. Patient Experience Survey: Provide us with your email to complete an electronic survey.
c. Contact Us: Reach out via email (info@kmhlabs.com) or
phone (905-855-1860) to speak to the appropriate team lead/manager.
4
Flexibility
Customization: This process serves as a guideline and can be adapted to meet individual situation needs.
Resolution Time-frames: The time frames for resolving complaints may vary depending on severity and complexity. Complaints will be investigated, resolved (where possible) and a response provided to the patient within 10 business days upon consent from the complaint. If the complaint cannot be investigated and resolved within 10 business days, we will provide a date when the complainant can reasonably expect a resolution.
Patient Ombudsman of Ontario contact information:
Toronto: 416.597.0339
Toll-free: 1.888.321.0339
Fax: 416.597.5372
Email: info@patientombudsman.ca