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Your Complaint

 

If you not satisfied with the with the care you received or operation of King-Mar, please call management at 647-241-4825 or at 647-215-2485. Please ensure that your name and phone number is displayed (not blocked). If you need to leave a voicemail, please leave your name, phone number and a brief description of the issue. Alternatively, you can send us an email to kingmar@rogers.com.

 

We will investigate your complaint and resolve it where possible, and provide a response to you within 10 business days of receipt of the complaint. If we anticipate that your complaint will take longer than 10 days to resolve, we will provide, a complaint acknowledgement to you within 5 business days of receipt of your complaint, date by which you can reasonably expect a resolution. 

 

We will review your complaint with consideration to the following principles:

 

Accountability

  • Communicate openly and seamlessly about the care you received

  • Everyone on our team is accountable and supported to carry out their roles and responsibilities effectively

  • A culture that values the experiences of our patients, families and caregivers and incorporates this knowledge into policy, planning and decision making

  • Patient, family and caregiver experiences and outcomes will drive the accountability of King-Mar

  • Act with integrity by acknowledging our abilities, biases and limitations

  • Deliver safe care in a professional manner

Empathy and Compassion

  • Act with empathy, kindness and compassion

  • Acknowledge your unique physical, mental, emotional, cultural and spiritual needs

  • Treat our patients in a manner free from stigma, assumptions bias and blame

  • Understand that our words, actions and decisions strongly impact the lives of our patients, families and caregivers.

 

Equity and Management

  • Provide equal and fair access to health care and services for all regardless of their ability/disability, race, ethnicity, language, background, place of origin, gender identity, sexual orientation, age, religion, socioeconomic status, education, stigmatization or location within Ontario.

Respect and Dignity

  • Respect your individual identity, beliefs, history, culture and ability

  • Our staff will introduce themselves and identify their roles within King-Mar

  • Inform you of the imaging procedure to allow you to make an informed decision

  • Keep your personal health information private, respected and protected as per the applicable laws

 

Transparency

  • Converse with you about your care so that you can consider options for your care and decide about your care

  • Maintain your health records accurately, completely and make them available and accessible across the provincial health system at your request

  • Have a transparent, clear and fair process to express a complaint, concern, or compliment about your care that does not impact the quality of the care you receive

If you are not satisfied with the resolution of your complaint by King-Mar, you can escalate your complaint to Patient Ombudsman. Patient Ombudsman is an independent organization established by the provincial government to help resolve complaints from patients, residents and caregivers about their experiences in Ontario’s community surgical and diagnostic centres. Patient Ombudsman can be reached at https://patientombudsman.ca or via phone at 416.597.0339 or toll free at 1.888.321.0339 or via email to info@patientombudsman.ca.

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