How to File a Complaint

How to File a Complaint

Complaints

The Osteopathic & Naprapathic Association of Newfoundland & Labrador protects the public's right to safe, effective
and ethical osteopathic care.ONNL is responsible for investigating complaints made against osteopathic
manual practitioners who are its members and, when necessary, disciplining its members who are found
to be incompetent or guilty of professional misconduct. Mechanisms also exist for dealing with osteopathic
manual practitioners who are incapacitated.

If you have a complaint:

If you have a concern, you may contact the ONNL by phone to discuss the matter or write a letter outlining
your concerns. Complaints must be filed in writing or recorded in some other manner, such as on tape. Due
to privacy concerns, ONNL cannot accept a complaint via e-mail.

Complaints should include:

• Your name and contact information (mailing address and phone number).


• The name of the osteopathic manual practitioner.


• As much information as possible about your concerns or the incident(s) in question, such as dates
  and names of individuals who may have been involved or who would be able to provide additional
  information.

Type of Complaints

Patients or insurers can raise a variety of complaints, including:

• Verbal, physical, psychological, emotional or sexual abuse.


• Failing to seek consent for treatment.


• Misinformation or lack of information regarding treatment.


• Providing unnecessary or excessive treatment.


• Incompetent practice causing harm.


• Discontinuing needed care without arranging for alternative services.


• Giving out information about a patient without consent.


• Failing to advise a patient to consult another health care professional when the OP knows the
  patient's Condition is beyond his/her scope of practice or competence.


• Failing to advise about the fee structure prior to treatment.


• Misleading advertising.

The Complaints Process

The Osteopathic & Naprapathic Association of Newfoundland & Labrador has established a framework for dealing
with complaints. A complaint is made to ONNL in writing or on tape, film, disk or another permanent medium.

ONNL is obliged to give the osteopathic manual practitioner a copy of the complaint and provide an
opportunity for the practitioner to respond to the complaint.

It is ONNL responsibility to ensure that a fair and thorough investigation is conducted and that an appropriate
decision is made based on the results of the investigation. Before making a decision, the ONNL considers all
relevant information obtained during the investigation.

The ONNL issues its decision in writing and may take any of the following actions:

• Refer allegations of professional misconduct or incompetence to the Discipline Committee.


• Require the member to appear before the ONNL to be cautioned.


• Take any other action it considers appropriate that is not inconsistent with the regulations or by-laws
  of ONNL.

The Discipline Process

Discipline

The Discipline Committee makes final decisions based on the evidence presented and imposes penalties,
including reprimands, fines, suspension of licenses and, in serious cases, revocation of licenses.

The maximum penalty the Discipline Committee may impose is revocation of a licence with no possibility of
reinstatement for five years.

Discipline decisions, except for findings of sexual abuse, remain on the public register for six years.
Sexual abuse findings remain on the public register permanently.

If a former member moves to another jurisdiction, ONNL will not provide that member with a letter of good
standing if there is a discipline finding against him/her.

Patient Relations

Patient Relations is an important aspect of what ONNL foes. ONNL works towards implementing a pro-active
patient relations program that promotes confidence in the manual osteopathy profession. In particular, the
Committee is interested in ensuring that members are fully informed regarding the nature of professional
relationships, that policy making and complaints processes of ONNL are open and accessible to the public,
and that members of the public are fully informed regarding their rights to safe, effective, and ethical manual
osteopathy are.

Areas of Responsibility:

• Develop and implement a program to enhance relations between the patient and ONNL member.


• Develop and implement measures for preventing and dealing with sexual abuse of patients.


• Develop standards of practice, policies or guidelines for the conduct of members with their patients.


• Provide information to the public about their rights.