Patient Complaint and Feedback

Your Voice Matters to Us

Brantford Radiology Group – Complaint Resolution Process

At Brantford Radiology Group, we are committed to providing high-quality care and service. If you’ve experienced a concern or issue related to your healthcare, we want to hear from you. Your feedback helps us improve and ensures we remain accountable to the community we serve.

Have a Concern? We're Here to Listen

We recognize how difficult it can be when you feel your voice isn’t heard—especially when it comes to your health or that of a loved one. If something didn’t go as expected, let us know.

Submit a Complaint – Simple and Confidential

Step 1: Contact Us
Email us at feedback@brantfordradiologygroup.com with the following details:

A clear description of your concern
Your full name and contact information
Date and location of the incident
Names of any staff involved (if known)

All submissions are treated with the utmost confidentiality.

What Happens Next?

Upon receiving your complaint, we will follow a standardized process to ensure a fair and timely response:

Verification – We confirm the date and location of the incident.
Review – Your concerns are reviewed carefully and respectfully.
Resolution – We speak with all involved parties to identify a fair resolution.
Investigation – If necessary, a full investigation will be conducted.
Response – We will send you a written response by email, outlining our findings and the steps taken.

Timelines You Can Expect

We aim to resolve all complaints within 10 business days of receiving them.
If the issue involves actual or potential harm, an immediate investigation will begin.
If we require more time, you’ll receive an acknowledgement within 5 business days, along with an estimated resolution timeline.

Need to Escalate Your Concern?

If you are not satisfied with our resolution or believe your concern was not addressed appropriately, you may contact the Ontario Patient Ombudsman:

Online: Use the secure web form at www.patientombudsman.ca
Mail:
Patient Ombudsman
Box 130, 77 Wellesley Street West
Toronto, ON M7A 1N3
Phone: 416-597-0339 (Toronto)
Toll-free: 1-888-321-0339

Concerned About a Health Professional?

If your complaint involves the conduct or practice of a regulated health professional, you may also contact the appropriate regulatory college. Learn more about how to file a complaint with a health regulatory college through Ontario's oversight body here:
🔗 Regulated Health Professions of Ontario

Working Together for Better Care

Your care and satisfaction are our top priorities. We value your feedback and are committed to continuous improvement. Thank you for helping us make healthcare better for everyone.