Compliment and Complaint Process
At London X-Ray Associates (LXA) we value your feedback to continue to improve the quality of our medical imaging services. We want to hear about your compliments, suggestions, questions, and concerns. We are committed to ensuring that all patient, caregiver, and clinician complaints are dealt with thoroughly and promptly. We have both patient and clinician feedback forms that can be accessed by clicking and completing either link below.
Patient Survey
Clinician Survey
If you have a complaint concerning the care, services, or our clinic operations where you received care, please feel free to contact our Management Team directly. We are here to support you through this experience and assist you with questions or concerns.
Email:
Phone: 519-672-5270, Ext. 1119
All written or verbal complaints will be investigated, and a response will be provided back to you within 10 business days. If additional time is required for investigation, you will be notified within 5 business days with a reason for the delay and with a date the response will be provided. If the complaint alleges harm or risk of harm, it will be dealt with immediately.
If you continue to be concerned with the resolution of the complaint, or if the complaint was not completed within a reasonable timeframe, you may file a complaint directly with the Patient Ombudsman under the Excellent Care for All Act, 2010.
Patient Ombudsman
Mail: Box 130, 77 Wellesley Street West
Toronto, ON M7A 1N3
Phone: 416-597-0339
Toll Free: 1-888-321-0339
TTY: 416-597-5371
FAX: 416-597-5372
For Your Privacy
Our staff take great care to safeguard your privacy. However, the feedback that is transmitted over the internet and viewed by management, as well as other London X-Ray Associates’ employees as needed. We suggest that you do not put anything in the message that you would consider private information. If you need to discuss confidential matters, please contact our Clinic Operations and People Services Administrator by phone at 519-672-5270, Ext. 1119.