Client Complaint Policy

Encompass Medical Experts Inc. is committed to provide comprehensive, accessible, quality medical services in a collaborative, cost effective and compassionate manner. We are committed to maintaining its responsiveness to the needs and concerns of our clients.

The policy is designed to provide guidance on the manner in which Encompass Medical Experts Inc. receives and handles complaints made against our organization, our assessors and employees.

The objective of the Policy is to assist the firm, its assessors and employees in resolving complaints in an efficient, effective and professional manner.

GUIDING PRINCIPLES OF EFFECTIVE COMPLAINTS HANDLING

Visibility

Our Complaint handling process is available on the Encompass Medical Experts Inc. website (encompassmedicals.ca) and also internally.

Accessibility

Our Complaints Handling Policy is readily accessible to all complainants. This includes: claimants/evaluees, employees, clients and independent contractors.

Responsiveness

Receipt of each complaint is acknowledged immediately. Complaints will be handled in an efficient and effective manner. Complainants and clients will be treated courteously and kept informed of the progress or of their complaint throughout the complaint-handling process.

Objectivity

Each complaint is addressed in an equitable, objective and unbiased manner through the complaint-handling process.

Charges

There will be no charge to the complainant for making a complaint.

Confidentiality

Personally identifiable information concerning the complainant is actively protected from disclosure unless the complainant expressly consents to its disclosure.

Customer-focused approach

Encompass Medical Experts Inc.’s employees, executive staff and medical professionals are committed to efficient and fair resolution of complaints. We actively solicit feedback from our clients on a regular basis and acknowledge a client’s right to complain.

Accountability

We take accountability for effective complaints handling. Our management team will ensure that, where appropriate, issues raised in the complaints handling process are reflected in our consideration for our evaluators, third parties and employee performance evaluations.

Continual Improvement

Our complaint handling process will be reviewed periodically, and at least annually, to aim to enhance its efficient or effective outcomes.

FILING A COMPLAINT

Where possible, complaints should be made in writing so that the details of the complaint are clear and complete. If you are not sure to whom to refer your complaint, or feel it is inappropriate to address your complaint to a member of our management team, please write to:

The Complaint Officer
Encompass Medical Experts Inc.
240 Richmond Street West
Toronto, ON M5V 1V6
Fax: 1 (833) 626-2627
Email: info@encompassmedicals.ca

WHAT INFORMATION IS REQUIRED WHEN MAKING A COMPLAINT

When making a complaint, please provide the following information:

  • Your name – First and last
  • Contact Details
  • Your claim No.
  • Date of Assessment
  • The Nature of the complaint
  • Details of the person(s) involved in the complaint
  • Copies of any documentation supporting the complaint (if possible)

ACKNOWLEDGEMENT OF COMPLAINTS

We are committed to acknowledging all complaints immediately upon receipt. Once a complaint has been received, we will undertake an initial review of the complaint and provide confirmation of receipt.
We will endeavour to resolve complaints within two weeks of receiving the complaint, where this is not possible, we will notify you and inform you of the reasons for the delay, and indicate to you when we expect to be in a position to complete our review of the complaint.

YOUR RIGHTS DURING THE COMPLAINT PROCESS

You have the right to enquire as to the status of your complaint by contacting Encompass Medical Experts Inc. management team or employee who has been identified to you as handling your complaint.

Designed by Globalgraphics Web Design