SERVICE ALERT!

Calls and formal complaints to Patient Ombudsman are extremely high at this time.

For new complainants: expect delays in returning your call.

For current complainants: expect delays in progressing your complaint file.

Our sincere apologies – we are doing our best to respond to you as quickly as possible. Our team is prioritizing the most urgent complaints. We appreciate your patience.

COVID-19 questions and information

Thank you,
Patient Ombudsman Team

Before You Make a Complaint

Patient Ombudsman’s role is to help resolve complains about experiences in Ontario's 1. public hospitals, 2. long-term care homes, 3. home care services, and 4. community surgical and diagnostic centres.

Patient Ombudsman does not have the authority to look into all kinds of health care complaints. Before you submit a complaint to our office, review the information below to be sure we’re the right organization to help.

 

Here’s what you need to know before making a complaint

 

  • Have you already tried to resolve your complaint with the health care organization?

    The health organizations that we oversee have the responsibility – and need the chance – to respond to complaints before our office steps in. If you are still unsatisfied after the organization has responded, then Patient Ombudsman can become involved.

    Reviewing these steps can help us serve you better once you’re ready to make a complaint:

    • First, try to resolve the issue directly with the health care organization. This may be through the patient relations department or the administrator.

    • When possible, keep track of who you spoke to at the health care organization, when you spoke to them and what they said.

    • Keep copies of any communication or documents you send or receive from the organization.

    • Tell us what happened and what you think would help resolve the issue.


  • Is your complaint about a family doctor or a walk-in clinic?

    Patient Ombudsman receives a lot of complaints about doctor’s offices, like family doctors or walk-in clinics. Unfortunately, our authority doesn’t allow us to help resolve these complaints.

    Regulatory colleges license medical professionals (such as doctors and nurses) and decide if they can provide care. If your concern is about your doctor’s skills, knowledge and the quality of their work, the College of Physicians and Surgeons of Ontario can review those complaints.

    Learn more about what we can and can’t do and get information for other organizations that can help with complaints that are outside of our authority.

 

Looking for more information about Patient Ombudsman’s complaint process?  Read What to expect when you make a complaint.

 

 

NEXT: Make a Complaint

 

Was this page helpful?