Contact Us

Call – 905 985 2895

Visit
462 Paxton Street,
Port Perry ON,
L9L 1L9

Email
CEO – Stephen Gray – sgray@portperrymedical.ca
HR – Courtney McDaid – cmcdaid@portperrymedical.ca
Facilities – Alan Lamb – alamb@portperrymedical.ca
Custodial – Rudy Rip – rrip@portperrymedical.ca
Accounts – accountspayable@portperrymedical.ca

We value visitor feedback. At the North Durham Health Centre, we are committed to a visitor-centred, quality experience. In our efforts to improve our services and programs, one of our goals is to expand communication with our visitors through a variety of means, such as our website, social media and electronic screens throughout our facility. We welcome and value our visitors’ questions, concerns and suggestions for improvements, and invite visitors to take advantage of the many ways that you can provide feedback:

Contact the management team by completing the form below:

Our Visitor Experience

The North Durham Health Centre is committed to providing the best possible services to the people we serve. We strive to provide a welcoming, safe and supportive environment. If you have a concern or complaint please be assured that we would like to hear from you.

Where to Make a Complaint

We encourage you or your family to first discuss your concern with those parties directly involved. Our facility includes a number of independent organizations and as they may have been involved in your care/experience they may be most familiar with your particular situation.  Usually they will be able to quickly resolve any issues you may have. If you are unable to resolve your concern, you can make a formal complaint, in writing, which will be directed to the Operations Manager (or delegate) of the North Durham Health Centre. It is important your complaint be in writing so it is clear and we can tailor our response accordingly. It will be a great help if you are as specific as possible about your complaint. Please visit the link below to complete the Formal Complain/Concern Form.

Formal Complaint Form

If you are unable to submit your form electronically, please submit your complaint in writing to:

North Durham Health Centre
462 Paxton Street,
Port Perry, ON
L9L 1L9
ATTN: Operations Manager

Our Process for resolving complaints

If you have made a formal complaint, the Operations Manager (or delegate) will:

• Acknowledge and discuss your written complaint with you

• Explain the complaints resolution process to you

• Inform you of the progress of your complaint

• Attempt to facilitate a fair, speedy and efficient resolution of your complaint

The Operations Manager (or delegate) will acknowledge your complaint ideally within seven business days. Your complaint may be presented to our Operations Committee.  Of course, some complaints can be complicated to investigate and resolve, and in those cases we may need more time.  The Operations Manager (or delegate) will keep you apprised of our estimated timelines.

When we look into your complaint, we will aim to:

• Find out all the details regarding your complaint.

• Facilitate an opportunity to discuss your complaint with those involved if appropriate.

• Make all efforts to find a satisfactory resolution.

• Identify what we can do to prevent the problem in future.

The ultimate goal of our conflict resolution process is the continuation of a good therapeutic relationship so that you can continue to receive health care services in a manner that is responsive, efficient, safe and sensitive to your needs.

Note: If your complaint involves the Operation Manager the CEO will be notified and may choose to process the complaint personally or delegate the responsibility.

When we look into your complaint we aim to:
• Find out all the details regarding your complaint.
• Facilitate an opportunity to discuss your complaint with those involved if appropriate.
• Make all efforts to find a satisfactory resolution.
• Identify what we can do to prevent the problem in future.

The ultimate goal of our conflict resolution process is the continuation of a good therapeutic relationship so that you can continue to receive health care services in a manner that is responsive, efficient, safe and sensitive to your needs.

Note: If your complaint involves the Operation Manager the CEO will be notified and may choose to process the complaint personally or delegate the responsibility.

Internal Reporting

Semi-annually we provide an anonymous (no names) report to the North Durham health Centre Board of Directors or designated sub-committee on any compliments and complaints we have received. The purpose of such reviews will include identifying common issues and trends and identifying mechanisms for continuous improvement.

Complaining on behalf of someone else

We understand that family members and friends play important roles in advocating for our visitors. If you wish to file a complaint on behalf of your family member or friend, please note that we have rules that we must follow with respect to privacy and confidentiality under the Personal Health Information Protection Act, 2004. We will need to know that you are acting with the person’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 be required.

Questions about complaints process?

If you have questions about our process, please contact our
Administration Office (905-985-2895, ext. 0) to make an appointment with our CEO.

Formal Policy

Interested in Leasing a space?

North Durham Health Centre has approximately 1500 sq feet available for lease. If you would like more information, please click the button below and we will be in contact with you.

Interested in Leasing a space?

North Durham Health Centre has approximately 1500 sq feet available for lease. If you would like more information, please click the button below and we will be in contact with you.