Benchmark Independent Medical Examinations Inc. (Benchmark IME) acknowledges that from time to time you may have a concern. We would like to make certain to you that your concern will be handled in a courteous, fair, and timely manner. If you do have a concern that you would like to inform us about, we have outlined our complaint process below.
First, we ask that you attempt to resolve your concern in writing directly with the individual with whom you have a concern.
If your concern cannot be resolved as outlined above and/or your concern is in regards to another issue, we ask that you contact our Manager of Clinical Services, Ms. Kelly Charlebois in order to determine which manager your concern should be directed. Once you have been provided with this information, we request that you address your concern in writing to the assigned manager providing us with the following information:
- Your specific concern;
- the name(s) of the individual(s) involved;
- the date (if applicable) the matter at hand occurred;
- to enclose any supporting documentation; and
- inform us of your contact information.
Upon receiving your concern in writing, the manager to whom the matter was directed will commit a time frame for resolving your concern (generally in five business days if possible) and will inform you of this by telephone. If you cannot be reached by telephone, then you will be informed of our time commitment in writing. If for any reason it takes longer than we have indicated to deal with your concern, the manager involved will keep you informed accordingly.
If the concern is related to a professional practice issue in regards to one of our service providers, then you will also be provided with the contact information of the governing body of the service provider involved should you wish to pursue your concern further.
The manager involved will respond to you in writing. If this is sufficient to address your concern, then the process will stop here. If for any reason your concern is not resolved in the aforementioned manner, further attempts to resolve the matter may ultimately be made through mediation efforts (this will be discussed with you directly by the appropriate manager).