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Complaints Process

At MedSleep, we are committed to ensure that all patient complaints, concerns or grievances are dealt with promptly and professionally. Here is the process:

  1. Contact the clinic directly and ask to speak with the Clinic Manager.
  2. Escalation if Necessary: If the Clinic Manager is unable to address your complaint to your satisfaction, please send Senior Management an email at [email protected]
  3. Receiving Acknowledgement: Please give us 24 hours to acknowledge receipt of your complaint.
  4. Investigation and Resolution: The clinic will usually conduct an internal investigation to understand the circumstances surrounding the complaint. This may involve reviewing medical records, speaking with staff members involved, and gathering relevant information.
  5. Providing Feedback to the Complainant: After the investigation, the clinic should communicate the findings to the complainant. This may include an explanation of any corrective actions taken or any changes implemented to prevent similar issues in the future.
  6. Follow-Up: Depending on the nature of the complaint, there may be a follow-up process to ensure that the issue has been resolved to the satisfaction of the complainant.
  7. Regulatory or External Agencies: In some cases, if the complainant is still dissatisfied after going through the internal process. It is their right to bring their complaint to the Patient Ombudsman under the Excellent Care for All Act, 2010.

Patient Ombudsman

Mail: Box 130, 77 Wellesley Street West

Toronto, ON M7A 1N3

Phone: 416-597-0339

Toll Free: 1-888-321-0339

TTY: 416-597-5371

FAX: 416-597-5372

Email and phone number for the Ministry’s Protecting Access to Public Healthcare Program:

Please see contact information to the ministry’s protecting access to public healthcare program:

Email: [email protected] or by phone (toll-free) at: 1-888-662-6613.

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