Complaints Policy
This Complaints policy relates solely to Counselling and Digital Services provided by TELUS Health. The Complaints process will be run by TELUS Health and Patchs Health will assist the customer where possible.
There are multiple avenues of communication for customers who have a complaint related to the delivery of the aforementioned services. Complaints can be submitted:
- Directly to the care access centre
- Through the TELUS Health One app
- To Patchs Health (email admin@patchshealth.com)*
*It is important to note that TELUS Health, for confidentiality reasons, cannot provide any feedback, including the verification of a customer’s attendance in counselling, to any member of Patchs Health, unless the customer provides written consent to TELUS Health.
There are two types of complaints, formal and informal:
- Informal Complaint: An informal complaint is feedback given where there is no expectation of action on that complaint on the part of the customer. This feedback is recorded in order to investigate internally and track trends for improvement. If no follow-up is required, the complaint (for example, if it is process improvement-related) will be examined internally to reach a solution.
- Formal Complaint: A formal complaint is feedback given where there is an expectation of action on the part of the customer. Formal complaints may be addressed in a number of ways:
- Through direct contact with a TELUS Health customer success manager (via e-mail or telephone).
- Clients who choose to fill out the client satisfaction survey can return it back to us anonymously. Each survey is reviewed internally by a regional clinical manager and a quality assurance analyst. Any input that raises an issue with quality moves into a quality assurance review (QAR) process to address and resolve the issue as well as to aid in the development of quality improvement initiatives and in the professional development of the counselling.
TELUS Health commit to 99% of customer complaints to be fully investigated and resolved within 30 days.