NFCHC CONCERN POLICY

Do you have a concern you would like us to address?

The Niagara Falls Community Health Centre (NFCHC) strives to provide the highest quality of healthcare. If you have a concern about the quality of care or any of the services provided by the NFCHC, please let us know.

Why file a concern?
It is important that we are made aware of your concerns so that we can make changes or improvements in the way that we provide health care services to all patients.

How to file a concern:
1. Discuss your concerns with the appropriate member(s) of your health care team. These professionals involved in your care may be able to resolve the issue or they may refer you to another more appropriate member of the team.
2. If talking to the appropriate team member does not satisfy your concerns, you may chose to put your concern in writing by completing our Client Concern Form. This form is available on the website or at reception.
Please note, anonymous complaints will be disregarded

Concern forms can be:
Submitted in person to NFCHC reception

or

Mailed to: Henri-Louis St-Martin, Executive Director

Niagara Falls Community Health Centre
4481 Queen Street  P.O Box 123
Niagara Falls ON L2E 6S8

or

Emailed to: concerns@nfchc.ca

or

Faxed to:  (905) 356-5676

3. Concerns will be reviewed and investigated. We will acknowledge receipt of your concern.

All medical information is confidential. If the concern investigation requires a review of your medical information, then written consent from you will be asked for.

Patient concerns and concern responses are not part of your medical record nor will any concern impact your future care. Your privacy will be respected. Any reporting to our Board of Directors or to the Ministry of Health will be done in a way that maintains your privacy and confidentiality.

The Executive Director will review all concerns within 30 days of receiving the concern.

In order to address concerns, the Executive Director may review the concern with the appropriate health care team member and ask him/her to provide input to a written response. The Executive Director may also arrange to meet with you regarding your concern.

What are the possible outcomes of a concern?
When all information is reviewed, the NFCHC may decide to do one of the following:

• Take no further action if the complaint does not warrant it.
• Take further action internally, i.e. revising policies and procedures or providing additional training or education.
• Refer the concern to an outside agency.
• Decide not to investigate because the concern is made in bad faith or is an abuse of process.

If you have any questions regarding this client concern process please contact:

Henri-Louis St-Martin, Executive Director

Niagara Falls Community Health Centre
4481 Queen Street  P.O Box 123
Niagara Falls ON L2E 6S8

If you would like a copy of our concern form, please click on one of the following links:

Fillable Concern Form or PDF Concern Form

COMMITMENT TO PRIVACY

Collection of Personal Health Information

The NFCHC collects personal health information about you directly from you or from the person acting on your behalf. The personal health information that we collect may include, for example, your name, date of birth, address, health history, records of your visits to the NFCHC and the care that you received during those visits. Occasionally, we collect personal health information about you from other sources if we have obtained your consent to do so or if the law permits.

Uses and Disclosures of Personal Health Information

We use and disclose your personal health information to:

  • treat and care for you;
  • plan, administer and manage our internal operations;
  • conduct risk management and quality improvement activities;
  • teach;
  • comply with legal and regulatory requirements;
  • fulfill other purposes permitted or required by law.

Your Choices

You may access and correct your personal health records, or withdraw your consent for some of the above uses and disclosures by contacting us (subject to legal exceptions).

How to Contact Us

Our privacy contact person is Henri-Louis St. Martin, Executive Director. For more information about our privacy protection practices, or to raise a concern you have with our practices, contact Henri-Louis:

Niagara Falls Community Health Centre
4481 Queen Street
Niagara Falls, ON L2E 6S8
Telephone: 905-356-4222
Fax: 905-356-5676

You have the right to complain to the Information and Privacy Commissioner/Ontario if you think we have violated your rights. The Commissioner is Brian Beamish, and can be reached at:

Information and Privacy Commissioner/Ontario
2 Bloor Street East, Suite 1400
Toronto, ON M4W 1A8
Telephone: 1-800-387-0073
TDD/TTY: 416-325-7539
Fax: 416-325-9195
Email: info@ipc.on.ca
Web: www.ipc.on.ca

Important Information

  • We take steps to protect your personal health information from theft, loss and unauthorized access, copying, modification, use, disclosure and disposal. 
  • We conduct audits and complete investigations to monitor and manage our privacy compliance. 
  • We take steps to ensure that everyone who performs services for us protect your privacy and only use your personal health information for the purposes you have consented to. 
  • The Niagara Falls Community Health Centre is responsible for protecting the privacy of all patients, visitors, staff, physicians and volunteers. The use of audio or video recording devices and the taking of photographs are not permitted on CHC premises without the advance consent of management. Family and friends often bring mobile devices containing built-in cameras with them into the CHC. It is not practical to forbid the carrying of such devices, or, in patient treatment areas, to remove them for safekeeping. However, our staff, physicians and volunteers are obliged to remind patients and visitors that taking photographs, videotaping, etc., without the advance consent of management is not permitted. Please talk to a member of our care team or call our Privacy Officer at 905-356-4222, if you have questions.

To view the entire policy, or if you would like a copy of our Privacy Board Statement please click the following link: 

Commitment to Privacy - Policy Statement

Public Privacy Statement