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Complaint Process

Complaints and Feedback

At Perth Family Health Team (PFHT), we are committed to providing high-quality, respectful, and patient-centred care. We welcome feedback, suggestions, and complaints as valuable opportunities to improve our services. You can raise concerns without fear that it will affect the care or services you receive.

How to Share a Concern or Complaint

We encourage patients, families, caregivers, visitors, and community members to speak with a member of our team if they have a concern. Many issues can be resolved quickly through discussion.

If your concern cannot be resolved informally, you may submit a formal complaint by:

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  • Email: info@perthfht.ca

  • In person: Complete a You Have a Voice form, available at any PFHT location

  • Mail:
    Executive Director

        Perth Family Health Team

        14 Isabella Street

        Perth, ON K7H 2W6

What to Include

To help us review your concern, please provide:

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  • Your name and contact information

  • Details of your concern, including where and when it occurred

  • The outcome or resolution you are seeking

  • Your signature and the date submitted

 

Please note that anonymous complaints cannot be investigated.

What Happens Next?

  • We will acknowledge receipt of your formal complaint within five (5) business days.

  • Your concern will be reviewed by the Executive Director or appropriate leadership team member.

  • We may contact you for additional information as part of our review.

  • Every effort will be made to investigate and resolve concerns fairly, respectfully, and confidentially.

  • We will provide an update or response within 30 business days, whenever possible.

Privacy and Confidentiality

All complaints are handled confidentially and in accordance with applicable privacy legislation. Information collected through the complaints process is used only to review and address concerns and to help improve our services.

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