Complaint Handling Policy Clinique Medicale Viau

The complaints officer
The person responsible for complaints (the manager) is the person who has been designated responsible for the protection of personal information within our clinic. It ensures that complaints received are processed in accordance with this procedure.

Complaintbold,
complaint must be made in writing and must describe the nature of the problem encountered.

Receipt of the complaintbold,
The manager sends the complainant an acknowledgment of receipt within 7 working days of receipt.

Handling a complaintbold,
As soon as the complaint is received, the manager begins the process of handling it.

The processing of the complaint, that is to say its analysis, is carried out within 30 days following receipt of all the information necessary for its study, and/or within any additional time necessary to complete this analysis.

At the end of the examination of the complaint, the manager must send the complainant a final written and reasoned response.

Complaint file
Each complaint must be the subject of a separate file. This file must include the following elements:

• the complainant’s written complaint, including its elements;
• the result of the complaint handling process (analysis and supporting documents);
• the final response to the complainant, written and reasoned.

All complaint files are confidential. They are kept under lock and key and are entered in a register. Only the manager and the doctor in charge of the clinic, when necessary, have access to these documents.

Coming into force
This policy came into effect on October 3, 2023.