REPORTS FROM COUNCIL
New Registrar sets out priorities
Changes coming to the way that complaints are handled by the College
I
n her first report to Coun-
cil, Dr. Nancy Whitmore,
Registrar and CEO, discussed
two high priority areas for the
College – the handling of com-
plaints, and the enhancement and
modernization of our communica-
tion platform.
Complaints
An overview of the
discussions and
decisions made
at the September
Council meeting.
The College receives approximately
2700 public complaints annually.
These are of varying complexity.
The Inquiries, Complaints and
Reports Committee (ICRC), on
average, takes no action in 65%
of cases they review. The current
complaints process will be changed
to stream more low risk matters to
early resolution and enable ICRC
panels to focus on more serious
matters. Refocusing on early resolu-
tion where possible should also of-
fer faster service, increase complain-
ant and physician satisfaction, and
reduce overall time to resolution.
Staff has already begun to work
on: revitalizing the Intake area to
respond to complaints within two
business days; initiating an alterna-
tive dispute resolution process; and
introducing a Medical Complaints
Director to review all written com-
plaints for assessment and stream-
ing to resolution or investigation
using defined criteria.
An article about these changes is
this issue’s cover story.
Communications Planning
A new approach to communication
is underway to support CPSO’s
transformational changes to in-
vestigations and other core regula-
tory processes, and to modernize
and enhance our communications
products and activities. In particu-
lar, the focus of our plan in 2018/19
is on enhancing and modernizing
the website and Dialogue, including
ISSUE 3, 2018 DIALOGUE
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