Complaints and Appeals Process

Last revised:

 

December 29, 2015

 

Introduction:

 

Benchmark Independent Medical Examinations Inc. (“Benchmark”, “we”, “us”, and “our”) acknowledges that from time to time you may feel that our level of service or your experience with us has been less than satisfactory, and may fall short of what might be reasonably expected. Our complaints and appeals process has been designed to provide guidance to you in addressing your concern. We want to assure you that filing a complaint will not result in retaliation or barriers to our services. Our process also ensures that lodging a complaint or an appeal is accessible, simple, and that the matter will be handled in a courteous, fair, timely, and confidential manner. The following procedures are designed to ensure a prompt and where possible, early and informal resolution of a complaint. If you have any questions regarding our complaints and appeals process, please contact Benchmark at 905.827.4248.

 

Responsibilities:

 

With your right to make a complaint, come responsibilities. Our expectation is that you will bring your complaint forward in a timely manner. Your responsibilities under this process also include, but are not limited to: treating any involved individuals(s) with respect and dignity; providing complete and accurate information; cooperating fully in the process; and responding to our inquiries in a timely manner.

 

Definition:

 

Benchmark considers a complaint to be a verbal or written expression, statement of dissatisfaction, or a formal allegation against an individual(s) during your involvement with us and/or with the services we provide.

 

Complaints by Third Parties:

 

We acknowledge that you may be unable or reluctant to make a complaint. We will accept complaints brought by third parties as long as you have provided written consent for the third party to act on your behalf or the third party provides appropriate legal documentation that they are authorized to act on matters pertaining to you.

 

Anonymous Complaints:

 

Any complaint that is received anonymously will be considered provided there is sufficient information for Benchmark to make further enquiries. If sufficient information is not provided, we may decide not to pursue the complaint.

 

Time Limit for Making Complaints:

 

Any complaint should be raised with Benchmark in a timely manner in order to ensure prompt and timely investigation and resolution. We have set a time period of six months to raise a complaint starting from when you first became aware of your concern, unless there are special circumstances for requesting consideration of a complaint beyond this time period. Beyond the six month time period, Benchmark will exercise discretion in the way this limitation is applied.

 

Complaints Process:

 

Complaints may be made either informally – verbally – or formally – in writing.

 

Informal Complaint:

 

Within five (5) business days of the incident (if applicable), you should speak directly with the individual(s) involved or by contacting the office of Benchmark at 905.827.4248.

 

Your informal complaint should include the nature of your specific complaint; and your requested resolution to the matter.

 

Within five (5) business days, a verbal or written response will be provided to you.

 

If you are not satisfied with the above outcome, then you can proceed with a formal complaint or contact our Manager of Clinical Services at 905.827.4248.

 

Formal Complaint:

 

If your complaint has not been resolved informally, or you are not comfortable using our informal complaints process, then complaints can be made formally in writing.

 

Within ten (10) business days of the incident or the last attempt at an informal resolution, you should forward a written formal complaint that includes the following information:

 

Your first and last name, full address, phone number, and the preferred manner in which we contact you;

Date, time, and location of incident (if applicable);

Nature of your specific complaint;

The name(s) of the individuals(s) involved (if applicable);

Efforts taken to address the complaint and the results of any previous resolution attempts (if any);

List any witnesses, their contact information, and their account of the incident (by providing this information you are providing your consent to Benchmark to contact them in regards to the incident/matter – if applicable);

Enclose any supporting documentation; and

Requested resolution to the matter.

 

Written formal complaints can be forwarded by:

 

Email: complaints@benchmarkime.com

Fax: 905.827.6085

Mail: Attn: Manager of Clinical Services
Benchmark Independent Medical Examinations Inc.
104 – 586 Argus Rd.
Oakville, ON L6J 3J3

 

To assist you in making your formal written complaint, you can access our Complaint Form by calling 905.827.4248 or by clicking here.

 

Within five (5) business days of receiving a formal written complaint, Benchmark will:

 

Provide written acknowledgement of receipt of the complaint;
Undertake a review of the complaint;
Determine an appropriate resolution to the complaint; and
Provide a written response, within the limits of confidentiality, our decision in regards to the complaint.

 

Appeals Process:

 

If for any reason your complaint has not been resolved to your satisfaction, you have the right to appeal the outcome.

 

Within ten (10) business days of receipt of a response, you should provide a written statement to the attention of our Director of Clinical Services requesting a review of the decision which includes the following information:

 

The original written complaint;
The written response;
Explanation of continued dissatisfaction;
All previous written responses (if applicable); and
Requested resolution to the matter.

 

To assist you in making your appeal, you can access our Notice of Appeal Form by calling 905.827.4247 or by clicking here.

 

Within twenty (20) business days, the Director of Clinical Services will review the previous decision and provide a written response. The decision of the Director of Clinical Services is considered final and may include a finding that requires external review.

 

Withdrawing a Complaint:

 

You may withdraw a complaint at any time by simply advising the individual(s) involved that you no longer wish to proceed. For our records, we would request that you do this in writing.

 

Annual Review:

 

Benchmark is committed to documenting all complaints. All complaints will be reviewed on an annual basis by our senior management and Director of Clinical Services. The purpose of this annual review is to: ensure that all complaints are handled in a timely manner; identify any trends and areas requiring performance or process improvement; use this information for the purpose of improving the standard of services we provide and our internal processes; and identify any further appropriate actions to be taken.

 

Note: In the case of Benchmark being threatened with legal action, Benchmark reserves the right to obtain legal counsel and forego our complaints and appeals process.

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