Patient Feedback Process

Glazier Medical Centre is committed to providing high quality service to all our patients. In order to do this, we need you to give us any compliments, comments or concerns about our service. We will listen to your concerns, treat them seriously, and learn from them so that we can continuously improve and make changes as required.

If you have any concerns, we encourage you or your family to first discuss them with the appropriate member of your healthcare team. The physicians, nurses and other healthcare professionals who have been involved in your care are most familiar with your particular situation. Usually, they will be able to quickly resolve any issues you have.

If they are unable to resolve your concern, you may make a formal complaint, in writing, which will be directed to the management team.

We understand that family members and friends play important roles in advocating for our patients. If you wish to file a complaint on behalf of a family member or friend, please note that we must respect privacy and patient confidentiality under the Personal Health Information Protection Act, 2004. We will need to know that you are acting with the individual’s permission. A note, signed by the person concerned, will be needed unless you are the individual’s substitute decision maker in which case evidence of this will also be required.

Please visit the link to complete the Patient Feedback Form.

Once you have completed the form, save it to your computer and email it to This email address is being protected from spambots. You need JavaScript enabled to view it. If you are unable to submit your form electronically, you may print the form and submit a paper copy to:

Glazier Medical Centre
11 Gibb Street
Oshawa ON L1H 2J9
Attn: Management Committee

(please note that email may not be secure – while we try to protect our emails we cannot guarantee the security and confidentiality of any email you send us through this process. If you have any security concerns, please mail or deliver to our offices)

Our process for resolving issues is as follows:

  • Complete feedback form and submit; only written comments will be reviewed;
  • The management team will acknowledge receipt of the form within a reasonable time frame (within 10 business days). Incomplete forms will not be acknowledged;
  • The management team will then meet to investigate;
  • In order to address concerns, the team may review the comments with the appropriate healthcare team member and ask them to provide input to a written response;
  • The team may also arrange to meet with an individual regarding the concern;
  • Findings will be communicated back to you within four weeks, unless otherwise notified, i.e. timelines may be impacted by staff availability, statutory holidays, etc.

What will be reviewed:

  • Standard of service we provide
  • Behaviour of our staff
  • Any action or lack of action by staff affecting an individual or group

Our process does not cover:

  • Comments about our policies or policy decisions
  • Matters that have already been fully investigated through these procedures
  • Anonymous complaints

Please note: concerns related to Lifelabs, Impexxus Imaging (xray, ultrasound), Lovell Drugs, Blacks Optometry, Glazier Dental, Andrew Springer Chiropody, Hearing Canada and Dynamic Physiotherapy should be directed to the management of those providers. They do not under the management of Glazier Medical Centre and therefore are not part of this process.