Programs that accept and, where possible, attempt to resolve complaints regarding the licensing; incompetence of staff; cleanliness and safety of facilities; treatment of patients; quality of care; excessive fees; charges for services not rendered; unethical, improper or unprofessional conduct of personnel; or other inappropriate business practices of organizations that provide health care services.

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Programs that accept and, where possible, attempt to resolve regarding the licensing, incompetence, negligence, violations of laws relating to the use and prescription of dangerous drugs and narcotics, quality of service, excessive fees, unprofessional conduct or other inappropriate business practices of individuals who are licensed to practice in the health, mental health and veterinary science fields.

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Programs that utilize a wide variety of informational materials and techniques to increase the public's awareness of their rights and responsibilities as consumers of goods and services. The services may include information concerning federal and provincial consumer protection laws and regulatory agencies; advice regarding comparison shopping, use of consumer reports and buying guides, and other practices that help consumers make informed decisions and avoid problems before they occur; and education regarding the steps that need to be taken to resolve problems with unfair credit practices, defective products, shoddy repairs or workmanship or incompetent services.

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Programs that establish and enforce health, safety and program standards for health care and mental health facilities, review applications for licences, issue or deny licences, inspect facilities for compliance with requirements and revoke licences or bring disciplinary action for noncompliance. Included are programs that provide licensing for general acute care hospitals, acute psychiatric hospitals, skilled nursing facilities, intermediate care facilities, home health agencies, personal care agencies, hospice facilities, employer/employee clinics, rehabilitation clinics, community clinics, surgical clinics, and chronic dialysis clinics.

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