If you have concerns regarding your care or service experience at PDXN, please follow these steps:

1. Speak to Us First
   • Contact our Patient Coordinator email to address your concerns promptly.
   • If your issue is not resolved, you may escalate it to the Clinic Director or Executive Director at email
2. Submit a Complaint
   • If your complaint remains unresolved, you can submit a formal complaint through our Patient Feedback Portal :
     Submit Your Complaint
3. What Happens After You Submit a Complaint?
   • Your complaint will be reviewed by our Patient Relationship Manager or Executive Director .
   • Complaints will be investigated and resolved within 10 business days, or immediately if they involve allegations of harm or risk of harm.
   • A response will be provided within this timeframe, including next steps and any necessary follow-up actions.
   • All complaints are documented and retained for a minimum of three years to ensure transparency and continuous improvement in patient care.
   • The complaints record is reviewed quarterly to identify trends and implement necessary improvements in our services.
4. Escalate to the Ombudsman
   • If your concerns are still not resolved in accordance with ministry regulations, you may contact the Patient Ombudsman:
     • Phone: Toll-Free: 1-888-321-0339 | Toronto Area: 416-597-0339
     • Fax: 416-597-5372
     • Mail: Box 130, 77 Wellesley St. West, Toronto, ON M7A 1N3
     • Online: PatientOmbudsman.ca

PDXN follows a transparent and fair complaint resolution policy to ensure all patient concerns are addressed effectively.
We value your feedback as it helps us improve the quality of care we provide.
For further assistance, please speak to our receptionist for guidance on the complaint process.

Thank you for trusting Premier Diagnostic Network with your care. Your health and satisfaction are our priority.