What the CMTO Requires and Best Practices
Handling Patient / Client Complaints as an RMT: What the CMTO Requires and Best Practices
The Reality of Complaints
Even the best RMT can face a complaint. Sometimes it’s about communication, sometimes about unmet expectations. The difference between a resolved complaint and a career-threatening one? Your process.
- CMTO’s Expectations
- Acknowledge complaints respectfully.
- Never dismiss or argue.
- Document the conversation.
- Provide patients with CMTO complaint info if they request it.
- Best Practices for Handling Complaints
- Stay calm and listen. Patients want to be heard.
- Acknowledge their feelings. Show empathy.
- Offer solutions. Reschedule, adjust treatment plan, clarify billing.
- Document everything. Who said what, when, and how it was resolved.
Case Study: The Complaint That Was Defused
A patient accused an RMT of rushing through a session. The RMT calmly explained the treatment plan, apologized, and offered a complimentary 15-minute add-on next session. The patient stayed with the clinic.
👥 Clinics: Train your staff on our Complaint Handling Checklist.
🙋 Patients: Know that when you book with us, your voice matters—we follow CMTO standards for safety and care.
