Feedback & Complaint Process

OMEGA Fertility Center is committed to providing high-quality care and ensuring that all patients have a clear and accessible process for addressing any concerns about their treatment or experience. This policy outlines the steps patients can take to bring forward any issues or complaints.

Authority and Accountability

The Quality Advisor holds the ultimate authority and is responsible for overseeing the quality of care provided at OMEGA Fertility Center. The Quality Advisor, along with the Medical Director and physician team, will ensure that all complaints are handled professionally, promptly, and thoroughly.

Procedure for Submitting a Complaint

  1. Initial Step – Speak to Your Healthcare Team
    Patients are encouraged to first speak directly with a member of their healthcare team or the office manager. In many cases, concerns can be resolved quickly and informally at this level.
  2. Escalation to Medical Director
    If the concern is not resolved, or if the patient feels uncomfortable addressing it with their care team, they are welcome to contact the Medical Director directly via:

  3. Investigation Process
    Upon receiving a complaint, an investigation will be initiated to understand the details of the issue. This may involve discussions with relevant healthcare staff and will include consultation with the physician team and the Quality Advisor.
  4. Response and Resolution
    The Medical Director will follow up with the patient via telephone or email—depending on how the complaint was received—within 2 to 4 weeks. The goal is to address and resolve all concerns as promptly as possible.
  5. Further Escalation
    If further clarity or a more formal resolution is needed, the Medical Director will involve the Quality Advisor. Should the patient remain dissatisfied with the outcome, the Quality Advisor will provide information on additional complaint procedures.
  6. Contacting the Ombudsman
    If the matter remains unresolved or no satisfactory solution is reached, patients have the right to contact the Ontario Patient Ombudsman for independent review and support.

Our Commitment

At OMEGA Fertility Center, we value patient feedback as a vital part of our continuous improvement. Every complaint is taken seriously and managed with the utmost care and respect to ensure all patients feel heard, supported, and respected.