Complaints

• You can tell your physician directly, or write him/her a letter. If you write a letter, please send a copy to the College. The letter will be added to the physician’s file. Our address is:  

• College of Physicians & Surgeons of Alberta
  2700-10020 100 St NW
  Edmonton, AB T5J 0N3
  Attn: The Registrar

• You have the right to speak to your physician directly about any problems or concerns.
• If your attempt to do so is refused or unsuccessful, contact a Patient Advocate at 780-423-4764 or 1-800-661-4689. The patient advocate will explain the complaint process and how it applies to your situation.

• Complete both the Complaints Reporting Form and Release of Information Form. Print, sign and send these forms to the College at:
  • College of Physicians & Surgeons of Alberta
    2700-10020 100 St NW
    Edmonton, AB T5J 0N3 
• If you have questions and/or require assistance completing the forms, contact a Patient Advocate at the College.

• Complaints about a specific physician working in a walk-in clinic can be directed to the College’s Complaints Department.
• Complaints about office procedures or staff of a walk-in clinic may be directed to the physician responsible.

• Yes. The physician is given a copy of your written complaint.

• No, not for filing a complaint. However, if you distribute copies of the complaint to others, that may be considered libel and may put you at risk legally.

• The College's Complaints Director will review your written complaint and decide how best to proceed based on options outlined in the Health Professions Act.
• A patient advocate may contact you to clarify the issue and desired outcome.
• The College will contact the physician identified in your complaint. He or she will also receive a copy of your written complaint.
• Additional information, including medical records from physicians, institutions and other sources may be collected and reviewed.
• The patient advocate will keep you informed as to the status of your complaint
  You will receive a letter outlining the conclusion of the review.
• More information is available in on our website under The Complaints Process.

• Reviewing a complaint can take several months or years, depending on the complexity of the complaint, length of investigation and availability of experts (if required).

• No. If that is the purpose of your complaint, you should obtain legal advice and consider a civil lawsuit.

• No, but the sooner you file your complaint, the more effective the process will be.

• The complaint is dismissed. Evidence did not support the complaint or there was insufficient evidence to proceed.
• The matter is resolved with consent. The complainant consents to the College working with the physician to make necessary practice changes.
• The complaint is referred to a formal hearing, which may result in discipline.

• Phone: 780-423-4764 | Toll Free in Alberta: 1-800 561-3899 | Fax: 780-420-0651 | Email: complaints_department@cpsa.ab.ca 

• Complaints must be received in writing before the College can take action. The College uses the same process to respond to all complaints:

       Information Gathering - Complaints department staff:

• Review the written complaint 
• Telephone the complainant, when possible, to clarify the issue and desired outcome
• Notify the physician, in writing, of the complaint and request a written response
• Contact others who may have additional, relevant information

       Information Review - Complaints department staff:

• Review all collected information
• Consider the complaint issue and how best to address it. This may include:
  • Helping the physician access the resources necessary to address the problem
  • Meeting with the physician
  • Meeting with the complainant
  • Sending the file for an expert opinion

       Final Disposition - The complainant and physician are advised of the outcome of the complaint review.

       This could be:

• No further action is taken if the evidence did not support the complaint or if there is not enough evidence to proceed
• Advice or direction to the physician that may include:
  • Improvement to practice management
  • Completion of educational activity
  • Physician remediation through assessment and Peer Review
  • A formal hearing, which may result in discipline

• Reviewing a complaint can take several months or years, depending on the complexity of the complaint, length of investigation and availability of experts (if required).

• This is your decision. The Canadian Medical Protective Association can provide more advice and guidance on this matter.

• Provide your response as promptly as possible:
  • Describe, in general terms, the circumstances involved
  • Address allegations specifically
  • Explain the reasons for the actions taken or opinions expressed
  • Outline any extenuating circumstances
• Where relevant, the response should also include:
  • Copies of original documents, such as patient records
  • Copies of background material, which may include investigation results, letters, appointment books, etc.
  • Any technical or clinical information of which the complainant may not be aware
• When experiencing delays in providing your response, notify the Complaints Department as soon as possible.

• Provide any information you have that would assist us in understanding the circumstances surrounding the complaint and/or assist in resolving the complaint.

• Only if:
  • You authorize it
  • It is used in a hearing
  • The decision is appealed by the complainant

• You may be asked to respond to additional questions that arise out of the Information Review or if new information is made available.

• Most complaints are resolved without formal discipline. These complaints are a matter of record but are not made public. A certificate of professional conduct will reflect published disciplinary matters and open complaints (no details are included). Disciplinary action is published in The Messenger at Council's discretion.

• No.

• More information is available in our our website under the Complaints section, or you can contact the College directly.

• Physician only line: 1-800-320-8624 | Complaints Toll Free: 1-800-661-4689 | Fax: 780-420-0651 | Email: complaints_department@cpsa.ab.ca