Our role is to receive, respond to and help resolve complaints from current or former patients or their caregivers about their care or experiences with public hospitals, long-term care homes and home and community care support services organizations. We work with all sides (patients/caregivers and the health care organization) to try and find a fair resolution.
Most complaints are resolved with an Early Resolution Specialist who will review the case, gather information, and mediate between the complainant and the health sector organization to negotiate a resolution.
Patient Ombudsman can also carry out investigations through two means: complex cases may be escalated to an investigation, or Patient Ombudsman can launch an own motion investigation into a systemic issue that is of high public interest without a complaint.
Some matters may be outside of Patient Ombudsman’s jurisdiction. We cannot offer direct help if the complaint is about a regulated health care professional (e.g., a physician or nurse), a health care organization outside our jurisdiction (e.g., a walk-in clinic or retirement home) or if the complaint is part of another complaint proceeding (e.g., a court proceeding). When the complaint is outside our jurisdiction, we can navigate patients and caregivers to someone who can help.