Filing a complaint

The College investigates complaints about physicians, surgeons, podiatrists, and physician assistants to ensure patient safety

About

We take concerns and complaints about the health-care professionals we regulate very seriously. You can file a complaint with us about a physician, physician assistant, or podiatrist.

We pride ourselves on prioritizing patient safety at all times. We follow up on all complaints and are guided by the Medical Act in our investigations.

What we can investigate

We can investigate unsafe care, unprofessional conduct, and sexual misconduct or abuse. Here are some examples:

Unsafe care

  • Mistakes in your care
  • An incorrect diagnosis
  • Delayed follow-ups or referrals
  • Mismanagement of your personal health information
  • Prescribing errors

Unprofessional conduct

  • Unprofessional language or behaviour toward you or a member of the doctor’s care team
  • Breaches of privacy
  • Conduct outside the practice of medicine (e.g., dishonest public comments, criminal charges) that may impact the public's confidence in the medical profession

Sexual misconduct or abuse 

  • Sexual comments or gestures
  • Improper physical examinations
  • Sexual relationships between the health professionals we regulate and patients

Read more about reporting sexual misconduct or abuse and the Professional Standards and Guidelines Regarding Sexual Misconduct by Physicians.

What we cannot investigate

Issues within the health-care system

  • Concerns about lengthy waiting times for procedures or consultations
  • Surgery cancellations
  • Difficulty finding a family doctor
  • Public health mandates

 Other issues

  • Getting you a referral or a prescription
  • Making changes to your health records
  • Directing your care or treatment plan
  • Awarding financial damages, compensation, or refunds
  • Intervening in custody disputes, insurance claim denials, or medical-legal matters

We cannot investigate other health-care providers such as nurses, dentists, or psychologists. These professions have their own regulatory bodies.

Before you file a complaint

Step 1

  • Consider speaking with the health professional or their staff. Some people find that bringing their concerns to their health professional may resolve the issue. However, if you are not comfortable doing this or you aren’t satisfied with the outcome, you can always contact us.

Step 2

  • Watch the video below, which is less than four minutes long. It will help you understand if the College can address your concern and provides important information on filing a complaint. Once you watch the video, you will be given a link to the complaint form. If you are unable to watch the video or have any questions, you may contact the College’s public support advisor and discuss your concern.

Please watch the video before you file a complaint

Video duration: 3 minutes 49 seconds

Thank you for watching our video. Before filing a complaint you may find it helpful to learn more about the complaint process.
If you have further questions, please contact us.

Filing a complaint

Call us

If you have any questions before you file your complaint, please contact our Public Support Advisor.

File a complaint online 

Go to online form
Please watch the above video to activate the link to the complaint form

File a complaint by mail or fax

Fax to 902.422.5271 or mail

Download PDF Form
Please watch the above video to activate the link to the complaint form

Confidentiality

We will keep all of your information, including your name, confidential during the investigation and resolution process. Your name, or the names of the patients involved in the complaint, will never be made public.

However, complaints are not anonymous. We are required by law to notify the health professional named in the complaint and to provide them with a copy of the complaint.

What this means is that they will know you have filed a complaint against them. An effective relationship requires trust of the patient. A complaint may result in the health professional dismissing you as a patient due to a breakdown in trust. If so, they are required to follow the steps outlined in the College’s standard regarding Ending the Physician-Patient Relationship.

If your complaint is about a family physician and you decide to remove yourself as a patient, you should notify the physician in writing and then register with the Need a Family Practice Registry.

Find our more about what happens after you file a complaint.

If at any time you have questions about your complaint, please contact the College’s Public Support Advisor.

Have a question or concern?

We’re here to help. If you have any questions please contact our Public Support Advisor.

Phone: 902-421-2201

Email: publicinquiries@cpsns.ns.ca

The College acknowledges that we are in Mi’kma’ki, the ancestral and unceded territory of the Mi’kmaq people. This territory is covered by the Treaties of Peace and Friendship. We also acknowledge that people of African descent have been in Nova Scotia for over 400 years, and we honour and offer gratitude to those ancestors.