A Complaint Regarding Client-Centred Care

The College received a complaint from a patient (the “Complainant”) advising that the Registrant was part of a team-based rehabilitation program and alleging (among other things) that the Registrant did not take the time to understand the Complainant’s specific injury and pressured the Complainant during the first team meeting to sign a “goal sheet” that included goals (running and jumping), which the Complainant’s surgeon specifically advised against.

During the investigation, the Complainant said that when concerns were expressed about the goals, the Registrant told the Complainant to obtain written confirmation of any restrictions from the surgeon and insisted the Complainant sign the goal sheet as presented. The Registrant denied insisting that the Complainant sign the goal sheet and said it was the team kinesiologist who created the goals and presented the goal sheet to the Complainant at the meeting.

Further, the Registrant said it was not necessary to revise the goal sheet because running and jumping could serve as motivational goals that did not necessarily need to be met. When asked why the Registrant directed the Complainant to obtain information from the surgeon rather than request it themselves, the Registrant responded that consent was not provided by the Complainant to contact the surgeon. However, the Registrant also did not request the Complainant’s consent either.

The Inquiry Committee found sufficient evidence to indicate that the Registrant failed to meet Practice Standard 2: Client-Centered Care by:

  1. Failing to accept the appropriate degree of responsibility for the treatment goals provided (unduly relying on the treatment-team context).
  2. Requiring the Complainant to provide significant medical information that would have informed the treatment goals.
  3. Failing to involve the Complainant in creating/adequately addressing his concerns regarding the treatment goals.

As a result, the Inquiry Committee determined, and the Registrant agreed, that this would be an appropriate case to seek a consent agreement under sections 33(6)(c) and 36(1) of the Act with terms requiring the Registrant to:

  1. Actively address patient concerns regarding treatment goals in a multidisciplinary practice, which shall include obtaining all relevant medical information required to set the goals, in the future.
  2. Write a paper, consisting of at least 1,200 typed words, reflecting on how to provide individualized care to patients in a rehabilitation program in the context of a multidisciplinary practice, including specific reference to how the Registrant will apply the standards set out in Practice Standard 2: Client-Centred Care and Practice Standard 3: Collaborative Practice to the Registrant’s practice in the future.

The resolution of this matter did not require public notification under section 39.3 of the Act and has therefore been anonymized to maintain confidentiality.