CAF Member health services complaints

Types and Levels of complaints

Patients must now submit all complaints through the Patient Complaint Submission Tool. This tool makes it easier to submit a complaint, better tracks your complaint, improves the ability to identify trends and will improve health care provided to CAF members.

Submissions will be registered and triaged within the CFHS R&I program and assigned to one of the following for review and analysis:

1. Local level Medical clinic
2. Local level Dental clinic
3. Remain within the CFHS R&I program
4. National Manager of Professional Affairs (NMPA) - disciplinary

Complaints analyzed by CFHS R&I

The CFHS R&I program will analyze complaints in one or more of the following circumstances:

• A complaint is deemed complex during triage.
• There is dissatisfaction with the conclusions and recommendations of a primary local level investigation.
• The Base/Wing Surgeon, Primary Care Nurse, or Dental Detachment Commander are named in the complaint.
• D Med Pol imposes a release or occupational transfer.

For more information, contact the National Manager of Health Services Reviews & Investigations (NM H Svcs R&I), Dr. Ian Paquette, at Ian.Paquette@forces.gc.ca.

Health Services Complaint Submission

If you have a complaint about Canadian Forces Health Services (CFHS) medical or dental care, you may submit it using the new Patient Complaint Submission Tool.

For more information, visit the CFHS incident reporting Sharepoint site. This requires a DWAN or ECN connection.

Feedback on your experience with CFHS, can be shared use the Patient Care Feedback Tool (PCFT).

Professional conduct complaints

All clinicians at CFHS facilities are licensed with provincial or territorial colleges.

Submit complaints about the following issues through the Patient Complaint Submission Tool:

• clinician conduct,
• malpractice,
• competency,
• harassment, or abuse.

The information will be forwarded to the appropriate organization or individual for analysis. 

You may also contact the appropriate provincial or territorial licensing authority. These authorities regulate the provision of health and dental care according to expected standards of practice and conduct.

You can obtain medical or dental authority contact information by consulting the following two web sites:

• Royal College of Physicians and Surgeons Canada Provincial and Territorial Medical Regulatory (Licensing) Authorities
• Directory of Dental Regulatory Authorities & Provincial/Territorial Associations

If you have a complaint involving harassment or abuse, you should note that it may be criminal in nature. As a result, you should contact the appropriate law enforcement agency or support service. 

In the event of sexual misconduct, the following resources are available to you:

• Sexual Misconduct Response Centre (SMRC): 1-844-750-1648
• Family Information Line (FIL): 1-800-866-4546
• CAF Member Assistance Program (CFMAP): 1-800-268-7708
• VAC Assistance Service 1-800-268-7708
• Canadian Forces National Investigation Services (CFNIS) Victim Assistance Program Regional

Person/Patient-partnered care (PPC)

The PPC emphasizes collaboration among three major stakeholders:

1. service members (person/patient) and their families/designated care partners;
2. healthcare professionals (provider); and
3. the unit (Chain of Command).

Each stakeholder is committed to supporting the others to ensure the success of this framework. The PPC Framework aims to enhance operational readiness and improve clinical outcomes by addressing the health needs of all stakeholders.

If you have questions about PPC, visit the department’s website.

Patient Safety Incident Reporting

The CFHS Patient Safety Program is a reporting mechanism used by health care professionals working within CFHS facilities. The intent of this process is to provide a mechanism for providers to report incidents that may have a patient safety connection. A patient safety incident is an unintended incident where a patient could have been harmed or was harmed while receiving care within CFHS.

Grievances

While you as a CAF member have the statutory right to submit a grievance, this is not the most efficient way to address a health care complaint.

Submitting a complaint through the grievance process can delay the review and analysis of the complaint. This may also create additional communication barriers between you and the CFHS complaint analyst. 

Note:

• Filing a grievance will require you to share confidential and personal health information with individuals who are outside of your health care team.
• A grievance can addresses one or multiple past decision(s), whereas the health care complaint process will address and resolve issues that you currently face at your local health care unit.
• Complaint submission through a grievance can delay the review and analysis of the complaint. This may also create additional communication barriers between you and the CFHS complaint analyst. 
• Following a grievance, the report and recommendations created by the R&I analyst must be delivered to you through the grievance team. This can add unnecessary time.

• The grievance process is formal and complex.
• Most health care complaints do not involve a decisional process that would appropriately trigger a grievance. An exception includes those complaints concerning the Spectrum of Care. 

Grievances related to Spectrum of Care

When denied access to specific treatments, diagnostic testing, and/or medications (based on policies covering the Spectrum of Care), you may submit a grievance according to the Defence Administrative Orders and Directives (DAOD) 2017-1, Military Grievance Process using the Digital Grievance Form.

Do not share your personal health information with individuals outside your circle of care.

Other mechanisms

Submissions to other organizations can delay the review and analysis of your complaint. In turn, this may create additional communication barriers between you and the CFHS complaint analyst. There is also a risk of sharing personal health information with individuals outside the health care circle who are not subject to the same confidentiality rules.

The grievance process is formal and complex. It usually deals with broader systemic problems rather than individual health care complaints. The only exception to this is when the Spectrum of Care is involved.

How we can help 

If exceptional reasons prevent you from addressing any concerns through regular channels, such as time sensitivity, health, security, or financial concerns; you or a member of your family can contact our office. In cases where compelling reasons exist, our office can ensure that all relevant parties know about your circumstances.

Resources for CFHS clinicians

Base and Wing Surgeons seeking guidance may contact the National Manager of Health Services Reviews and Invesitgations (NM H Svcs R&I), Dr. Ian Paquette, through e-mail at:

Ian.Paquette@forces.gc.ca.

Uniformed CF Health Care Providers (HCPs) may face unique challenges as potential patients within their own health care system. Find guidance and options to access care services in:

Instruction 4030-73 Access to External Treatment and Peer Support Resources for Canadian Forces Health Care Providers (available on Intranet only)

Related links

• Medical and dental benefits
• Canadian Armed Forces medical and dental centres
• Patient Care Feedback Tool
• Mental Health Resources