The Complaints Process
When we receive a written complaint, our Complaints Director reviews it and considers whether or not it is within our mandate to resolve. If so, she then decides how best to proceed based on options outlined in the Health Professions Act, including:
Direct Resolve
Direct Resolve is an informal resolution process best suited for single-issue complaints usually related to practice management or explanation of a medical decision. With this process, the College takes a step back and encourages the physician to work directly with the complainant to resolve the matter.
Resolve with Consent
Resolve with Consent is an informal resolution process most effective when a physician needs to make a change to their practice, yet the complaint seems fairly straightforward. In this case, the College will work directly with the physician to make necessary practice changes. Consent from the complainant is required to proceed with this approach.
Investigation
An investigation is a formal process used when informal resolution fails or when more information is necessary to fully understand the issues. An investigation is also mandatory for complaints involving a serious allegation of unprofessional conduct.
Dismissal
The Complaints Director also has the option to dismiss a complaint due to insufficient evidence or if the complaint is trivial or vexatious in nature. If the College's Complaints Director dismisses a complaint, the complainant can request a review of that decision.
| Whichever process we use to resolve complaints, our goal is to ensure that the public receives safe and effective medical care from competent physicians. |
Contact
Switchboard: 780-423-4764
Complaints Line: 1-800-661-4689 (in Alberta)
complaints_department@cpsa.ab.ca*
*Note this email can not be used to file a complaint, please see how to File a Complaint