How to File a Complaint
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Complaints
The Osteopathic & Naprapathic Association of Newfoundland & Labrador protects the public's right to safe, effectiveand ethical osteopathic care.ONNL is responsible for investigating complaints made against osteopathicmanual practitioners who are its members and, when necessary, disciplining its members who are foundto be incompetent or guilty of professional misconduct. Mechanisms also exist for dealing with osteopathicmanual 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 outliningyour concerns. Complaints must be filed in writing or recorded in some other manner, such as on tape. Dueto privacy concerns, ONNL cannot accept a complaint via e-mail.
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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 datesand 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 thepatient's Condition is beyond his/her scope of practice or competence.
-Failing to advise about the fee structure prior to treatment.
-Misleading advertising.
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The Complaints Process
The Osteopathic & Naprapathic Association of Newfoundland & Labrador has established a framework for dealingwith complaints. A complaint is made to ONNL in writing or on tape, film, disk or another permanent medium.
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ONNL is obliged to give the osteopathic manual practitioner a copy of the complaint and provide anopportunity 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 appropriatedecision is made based on the results of the investigation. Before making a decision, the ONNL considers allrelevant 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-lawsof 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 ofreinstatement 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 goodstanding 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-activepatient relations program that promotes confidence in the manual osteopathy profession. In particular, theCommittee is interested in ensuring that members are fully informed regarding the nature of professionalrelationships, 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 manualosteopathy are.
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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.