Dialogue Volume 14 Issue 4 2018 - Page 7

FROM THE REGISTRAR'S DESK Moving Forward Nancy Whitmore, MD College Registrar/CEO H appy New Year! The year 2018 was certainly a significant year for me. I was given the privilege of serving the CPSO as the new Registrar and CEO. As a physician who has been in a health-care leadership role for the past 10 years, it is an incredible honour to be leading the charge in protecting the pub- lic. As I look back at my first six months on the job, I think we’ve made some great progress. And I am excited to move forward into 2019 together. I have been applying my passion and commitment to continuous improvement using LEAN methodology to make a number of changes here at the College. In December, we launched Alternative Dispute Resolution (ADR). ADR is used to resolve less serious complaints in a timely and more appropriate manner. We are aim- ing to resolve a significant number of these complaints within 60 days. You can read more about ADR in this issue. I also want to share some successes we have had in lowering our time to respond to complainants. From January to June 2018, our average time to respond was nearly one month (20.8 business days). As of December 2018, that time has improved and we are now consistently contacting complainants within two business days. The quick turnaround has been positively received by patients and we are expecting this to have a significant impact on complaint resolution for both the complainant and the physician. We are going to continue to actively work on improving the complaints process in 2019. Over the last six months, I have been committed to improving our relations with you, the members whom we regulate. I firmly believe that we cannot properly protect the public without positive engagement with those who are providing the care. Improving com- munications with you will be another strong focus for the College in 2019. I look forward to sharing a new website with you in the spring. I am also thrilled that Dr. Sheila Laredo has joined the College as Chief Medical Advisor. Dr. Laredo is a passionate and skilled physician and is looking forward to helping us achieve our ambitious objectives. Read more about Dr. Laredo on page 21. At the December Council meeting, we said thank you and farewell to Dr. Steven Bodley who has been actively involved with the College for nine years, most recently as President. We also welcomed Dr. Peeter Poldre to the President’s chair. Lastly, I want to thank all of you. I want to thank you for not only opening your emails, but also opening your minds to the idea of working together. We had more than 5,000 of you respond to our strategic planning survey, with more than 800 volunteering to participate in open forums to help us improve our work. I am grateful for your time and your commitment to shaping the way we regulate in the coming years. I will be visiting many of the districts in 2019 – I hope you will come and say hi. Warmest regards, ISSUE 4, 2018 DIALOGUE 7