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Course Content

Course Objectives
Course Objectives
Section 1: Overview and Relevance to Canadian Healthcare Practice
1.2 The Canadian Regulatory Context
1.3 How Complaints Commonly Arise in Practice
1.5 Why This Course Is Essential for Practitioners in Canada
1.6 Reflective Quiz
Section 2: Core Concepts and Definitions
2.1 What Is a Complaint in the Canadian Regulatory Context?
2.2 What Is an Investigation?
2.3 Professionalism in the Context of Complaints and Investigations
2.4 Insight: A Key Determinant in Regulatory Outcomes
2.5 Reflection: A Core Professional Competency
2.6 Remediation: Meaningful Behavioural and System Improvement
2.7 Professional Boundaries in the Context of Complaints
2.8 Documentation as a Pillar of Regulatory Defence
2.9 Cultural Safety and Complaints in the Canadian Context
2.10 Emotional Responses and Human Factors in Complaints
2.11 Reflective Quiz
Section 3: Regulatory Expectations in Canada
3.1 The Role of Regulatory Colleges in Canada: Protecting the Public
3.2 Professional Standards Across Canadian Regulatory Bodies
3.4 Expectations for Responding to a Complaint Professionally
3.5 Expectations During Investigations: Cooperation and Transparency
3.6 Documentation Requirements During Complaints and Investigations
3.7 Cultural Safety Expectations in Canadian Healthcare Regulation
3.8 Managing Communication and Tone Under Regulatory Scrutiny
3.9 Accountability, Honesty, and Transparency Requirements
3.10 Expectations for Remediation and Demonstrating Improvement
3.11 Reflective Quiz
Section 4: Ethical and Professional Challenges in Responding to Complaints
4.1 Managing Emotional Reactions While Maintaining Professionalism
4.2 Avoiding Defensiveness, Minimisation, and Blame-Shifting
4.3 Communicating Effectively Under Regulatory Scrutiny
4.4 Recognising Systemic Factors Without Deflecting Responsibility
4.6 Navigating Boundary Challenges Highlighted by Complaints
4.7 Managing Complaints Involving Cultural Misunderstandings
4.8 Maintaining Honesty and Accuracy During Investigations
4.10 Coping With Uncertainty and the Stress of Not Knowing the Outcome
4.11 Reflective Quiz
Section 5: Case Studies in the Canadian Context
5.1 Case Study 1: Communication Breakdown Leading to a CPSO Complaint
5.6 Reflective Quiz
Section 6: Insight, Reflection, and Professional Growth
6.1 Understanding Insight as a Core Professional Requirement
6.2 Developing Reflective Practice After a Complaint or Investigation
6.4 Using Feedback — Even Difficult Feedback — to Improve Practice
6.5 Strengthening Emotional Regulation and Professional Stability
6.6 Enhancing Cultural Safety and Cultural Humility
6.7 Developing a Growth Mindset Toward Professional Challenges
6.8 The Role of Supervision and Mentorship in Professional Growth
6.9 Using CPD to Address Identified Learning Needs
6.10 Sustaining Long-Term Professional Growth After a Complaint
6.11 Reflective Quiz
Section 7: Remediation, Improvement, and Preventing Recurrence
7.2 Conducting a Root Cause Analysis (RCA) of the Concern
7.3 Designing a Targeted, Meaningful Remediation Plan
7.4 Enhancing Communication Skills to Reduce Future Complaints
7.5 Strengthening Documentation to Support Safe, Defensible Practice
7.6 Restoring and Maintaining Professional Boundaries
7.7 Implementing System-Level Improvements to Prevent Recurrence
7.8 Engaging in Supervision, Mentorship, and Peer Review
7.9 Monitoring Improvement and Documenting Progress Over Time
7.10 Presenting Remediation Effectively to Regulatory Colleges
7.11 Reflective Quiz
Section 8: Applying Principles to Daily Practice
8.4 Practising Boundary Awareness in Everyday Clinical Interactions
8.5 Prioritising Cultural Safety and Humility in All Encounters
8.6 Managing Time Pressure Without Compromising Professionalism
8.8 Embedding Remediation Activities Into Routine Practice
8.10 Building a Proactive, Complaint-Preventive Clinical Environment
8.11 Reflective Quiz
Section 9: Conclusion and Key Takeaways
Conclusion and Key Takeaways
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