Compliments & Concerns

We value patient feedback

At Port Perry Imaging, we are committed to patient-centred, quality care. In our efforts to improve our clinical services and programs, one of our goals is to expand communication with our patients through a variety of means, such as our website and electronic waiting room screens. We welcome and value our patients’ questions, concerns and suggestions for improvements, and invite patients to take advantage of the many ways that you can provide feedback:

• Leave a written comment in the comment boxes in the waiting room.
• Contact the management team at feedback@portperrymedical.ca
• Participate in our patient experience surveys below

Take the Survey

The Patient Experience

We strive to provide the highest quality of healthcare and educational programs in a safe and supportive environment. If you have a concern or complaint please be assured that we would like to hear from you.Associates of Port Perry you may restrict this access by informing our reception team.

Where to Make a Complaint

The technologists, administrative staff and other healthcare professionals who have been involved in your care are most familiar with your particular situation.  Usually they will be able to quickly resolve any issues you may have.

If these individuals are unable to resolve your concern, you can make a formal complaint, in writing, which will be directed to the Operations Supervisor (or delegate) of Port Perry Imaging. It is important your complaint be in writing so it is clear and we can tailor our response accordingly. It will be a great help if you are as specific as possible about your complaint. Please visit the link below to complete the Formal Complain/Concern Form.

If you are unable to submit your form electronically, please print your form and submit a paper copy to:

Port Perry Imaging
462 Paxton Street,
Port Perry, ON
L9L 1L9
ATTN: Operations Supervisor

Download Formal Complaint/Concern Form

Although you can fill in a form while it is displayed within your browser, we recommend that you open the form in the Acrobat Reader program. The email submission button will not function with the web browser method.

Need Adobe Reader? Adobe Acrobat Reader is available for free and can be downloaded from the following web site: http://www.adobe.com/products/acrobat/readstep.html.

Our Process for Resolving Complaints

If you have made a formal complaint, the Operations Supervisor (or delegate) will:

• Acknowledge and discuss your written complaint with you
• Explain the complaints resolution process to you
• Inform you of the progress of your complaint
• Attempt to facilitate a fair, speedy and efficient resolution of your complaint

The Operations Supervisor (or delegate) will acknowledge your complaint ideally within seven business days. Your complaint may be presented to our Operations Committee. Of course, some complaints can be complicated to investigate and resolve, and in those cases we may need more time. The Operations Supervisor (or delegate) will keep you apprised of our estimated timelines.

When we look into your complaint, we will aim to:

•Find out all the details regarding your complaint.
• Facilitate an opportunity to discuss your complaint with those involved if appropriate.
• Make all efforts to find a satisfactory resolution.
• Identify what we can do to prevent the problem in future.

The ultimate goal of our conflict resolution process is the continuation of a good therapeutic relationship so that you can continue to receive health care services in a manner that is responsive, efficient, safe and sensitive to your needs.

Note: If your complaint involves the Operation Supervisor the CEO will be notified and may choose to process the complaint personally or delegate the responsibility.