The Patient Ombudsman works with all sides - patients and health sector organizations in Ontario to find a fair resolution to complaints and to promote positive change.
The Service Charter reflects our values and expectations working with both the complainant and the health sector organization.
| To the patients and caregivers who come to us with their complaints |
| We will: |
We expect you will: |
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Make sure that our service is easy to access
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Respect your experience
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Listen to your complaint and concerns
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Explain what we can do to help
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Direct you to the right place if we can’t help
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Seek a fair resolution to your complaint
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Keep you informed and communicate our decisions clearly
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Welcome your feedback so we can improve
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First try to formally resolve your complaint with the hospital, long-term care home, or home and community care support service that you’re complaining about
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Share all important facts and information about your complaint
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Recognize we are impartial and are looking for fairness from all sides
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Contact us with questions about your complaint
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Treat us with respect
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Let us know how we could improve your experience with us
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| To the health sector organizations (public hospitals, long-term care homes, and home care) we receive complaints about |
| We will: |
We expect you will: |
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Clearly explain our role, process and expectations
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Ensure you have a meaningful opportunity to resolve the complaint
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Work with you to set reasonable timelines
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Be thorough and fair in our review
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Ask for specific information (policies, evidence & documentation)
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Keep you informed and explain our decisions
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Be open to innovative and creative solutions
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Respect our staff, process and timelines
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Explain your process and decisions
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Provide the information we ask for
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Contact us with any questions or concerns
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Respond to our suggestions and recommendations
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Let us know how we can improve your experience with us
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