Media Releases

Meeting the Call
Patient Ombudsman is responding to both new and long-standing concerns Ontarians have about their health care system

TORONTO, March 25, 2025 – Patient Ombudsman has released its annual report for 2023/24, which highlights handling increased complaints, carrying out more investigations, taking on a new sector to its jurisdiction, and how the office adjusted its processes to improve the quality of its service.

Of the more than 4,400 complaints the office received last year, quality of care (which includes the overall calibre of care, including symptom or pain management), remained a top concern for complaints about hospitals, long-term care homes, and home care; while communication was the significant issue for community surgical and diagnostic centres.

In September 2023, Patient Ombudsman’s mandate was expanded to include helping resolve complaints about experiences at more than 900 community surgical and diagnostic centres, which provide a range of services such as x-ray, ultrasound, sleep studies, and cataract and other eye surgeries. In summer 2023, the office eliminated the backlog of cases that had arisen due to COVID-19 and adapted its processes to improve response times: reducing the number of days to assign most cases by 67% and the number of days to close most cases by 59%.

In addition to providing an overview of complaints data, the report shines a spotlight on new issues, including what we’re seeing in complaints from our new jurisdiction; patient and caregivers’ experiences with mental health care; and emerging concerns with obstetrical and gynecological care. The report also revisits long-standing issues of hospital transitions and no trespass orders.

Key Highlights:

• Patient Ombudsman received more complaints in 2023/24 (4,429 new complaints) than the previous year and resolved 4,575 complaints, which included cases from the previous year.

• Patient Ombudsman had six active investigations during 2023/24: two were completed by the end of fiscal.

• In September 2023, Patient Ombudsman’s jurisdiction was expanded to include helping resolve concerns from more than 900 community surgical and diagnostic centres.

• In June 2023, the office eliminated the backlog of complaints that arose during the early years of the COVID-19 pandemic and adapted processes to significantly improve response times.

“Delivering quality health care is a complex undertaking and when complaints arise, we’re provided a unique opportunity to learn from what’s not working and share what we know can make things better. As an organization committed to improvement, we continue to adapt our processes to better receive and share those insights with health care providers and their organizations.”
– Craig Thompson, Patient Ombudsman

What We Do
Patient Ombudsman helps resolve complaints from patients, residents and caregivers about their experiences in Ontario’s public hospitals, long-term care homes, home care services, and community surgical and diagnostic centres. Patient Ombudsman also investigates complex issues that are in the public’s interest to be fully understood and addressed. We take the time to listen closely to all perspectives without taking sides. Our work identifies gaps in the health care experience, which leads to opportunities for improvement and, ultimately, better care.

For media inquiries please contact: Amber Lepage-Monette, Senior Communications and Engagement Specialist Tel: 416-597-5392 Email: amber.lepage-monette@patientombudsman.ca

TORONTO, (November 20, 2024) – Patient Ombudsman Craig Thompson today announced an investigation into disruptions in access to medical supplies experienced by home care patients, caregivers and health care providers.

Patient Ombudsman launched the investigation after becoming aware of significant issues related to the delivery of medical supplies to home care patients, including missing supplies, supplies arriving late, and that supplies were not of the same quality that patients, caregivers, and health care providers were expecting.

“Patients receiving care at home rely on timely access to needed medical supplies. People need to have confidence that they will receive reliable, high-quality health care services at home, and when there are disruptions, that they will get resolved quickly.”
-Craig Thompson, Patient Ombudsman

The investigation is focused on how this disruption occurred, what actions Ontario Health atHome took when it became aware of the issue, and what may help prevent something similar from happening in the future. At the conclusion of an investigation, Patient Ombudsman may make recommendations to improve the care and health care experience of patients.

Home care patients, caregivers and health professionals who would like to share their experience related to accessing medical supplies or provide information to our investigators can contact the office by email at homecaresupplies@patientombudsman.ca. Patient Ombudsman will consider the complaints received to date and any new complaints as part of the investigation.

The Excellent Care for All Act, 2010, gives Patient Ombudsman the ability to conduct investigations based on complaints the office receives or other matters within its jurisdiction affecting patients and caregivers in Ontario’s health care system.  

For media enquiries, contact: Amber Lepage-Monette, Senior Communications and Engagement Specialist Tel: 416-597-5392 Email: amber.lepage-monette@patientombudsman.ca

Patient Ombudsman’s strategic plan supports the office’s mission to resolve health care complaints, share information, and make recommendations to improve health care experiences for everyone.

TORONTO, March 28, 2024 – Patient Ombudsman has released its strategic plan for 2024-2027. Better Experiences, Better Health Care not only sets out the aims and objectives of the office’s work for the next three years, but also reflects Patient Ombudsman’s role within the health care system. Complaints provide a unique perspective from which to learn and share to improve the quality of the health care experiences for everyone. As one of the only ombuds offices in Canada dedicated to resolving complaints about health care, Patient Ombudsman uses the information gathered through its work to improve the quality of health care experiences.

Patient Ombudsman’s strategic plan focuses on three main priorities:

• Build Awareness

• Provide Excellent Service

• Improve the Fairness of the Health Care Experience

The plan lays out how we will achieve these priorities, including communicating clearly and more regularly about our work; improving transparency and advancing standards of good ombuds practice; and sharing insights that will lead to quality improvement.

Our Vision: A health care system where everyone is treated fairly.

Our Mission: We resolve health care complaints, share information, and make recommendations to improve the health care experience for everyone.

“This strategic plan provides our office with a framework to continue the important work of helping resolve patient, resident and caregiver concerns. We’re eager to continue working with patients, residents, caregivers and stakeholders to improve health care experiences across Ontario.”
-Craig Thompson, Patient Ombudsman

Who We Are Patient Ombudsman’s role is to help resolve complaints from patients, residents and caregivers about their experiences in Ontario’s public hospitals, long-term care homes, home care services, and community surgical and diagnostic centres. Patient Ombudsman can also investigate issues that relate to matters of public interest. We take the time to listen closely to all perspectives without taking sides. Our work aims to improve the system for everyone by shining a light on issues of concern.

For media inquiries please contact: Amber Lepage-Monette, Senior Communications and Engagement Specialist Tel: 416-597-5392 Email: amber.lepage-monette@patientombudsman.ca

Long-term Care Home Investigation Final Update

TORONTO, February, 2024 – In June 2020, Patient Ombudsman launched a systemic investigation into the experiences of residents and caregivers in long-term care homes that had experienced a COVID-19 outbreak.  

A long-term care home that was contacted as part of the investigation objected to Patient Ombudsman’s ability to carry out the investigation and initiated a legal proceeding. In November 2022, the Divisional Court quashed the investigation. Patient Ombudsman appealed this decision; however, in January 2024, the Ontario Court of Appeal upheld the lower court decision.

Given the court’s decision, Patient Ombudsman has closed the investigation at this time.

Guiding with Purpose – Fairness at every step
Patient Ombudsman’s 2022/23 annual report highlights the growing number of Ontarians who have nowhere to turn with their health care concerns.

TORONTO, Nov. 15, 2023 – Data from Patient Ombudsman’s 2022/23 Annual Report shows a 33% increase in complaints over the previous year and a significant growth in complaints about issues outside of Patient Ombudsman’s jurisdiction, most notably about primary care.

The report also demonstrates the significant amount of support Patient Ombudsman provides to Ontarians navigating a complex system: the office provided thousands of referrals to other complaint bodies, to patient relations at health care organizations (such as hospitals), and to health services such as distress centres, emergency health services, legal services and more. For complaints about primary care, the office makes referrals where appropriate but for many, there is nowhere for patients to turn with their concerns.

In addition to providing an overview of complaints data, the report shares patient stories on important issues such as changes to the long-term care placement process and complaints about billing for ambulance and medical transportation. The report also provides an update on two issues examined in previous reports: concerns related to hospital emergency departments and the continuity and stability of home care services.

Key Highlights:

• Patient Ombudsman received 4,388 total complaints in 2022/23.

• 37% of complaints involved concerns about service and organizations outside of Patient Ombudsman’s jurisdiction – more than the number of complaints about long-term care and home and community care combined.

• Non-jurisdictional complaints were focused largely on experiences with primary care, including difficulties accessing walk-in clinics, lack of access to a physician, issues booking appointments or delays with care.

 

“Our office continues to help patients, residents and caregivers navigate a very complex, multi-layered system. The growing number of complaints to our office that fall outside of our jurisdiction is a troubling trend and highlights the gaps in complaint processes across Ontario’s health care system.”

– Craig Thompson, Patient Ombudsman

 

Who We Are
Patient Ombudsman’s role is to help resolve complaints from patients, residents and caregivers about their experiences in Ontario’s public hospitals, long-term care homes, home care services, and community surgical and diagnostic centres. Patient Ombudsman can also investigate issues that relate to matters of public interest. We take the time to listen closely to all perspectives without taking sides. Our work aims to improve the system for everyone by shining a light on issues of concern.

For media inquiries please contact: Amber Lepage-Monette, Senior Communications and Engagement Specialist Tel: 416-597-5392 Email: amber.lepage-monette@patientombudsman.ca

Making connections – Supporting a better health system for everyone

Patient Ombudsman’s 2021/22 annual report highlights the strain patients, caregivers and health care providers have been under, with a growing number of complaints focusing on staffing issues, access to care, and a lack of courtesy and respect.

TORONTO, March 7, 2023 – In its latest annual report, Patient Ombudsman shares complaints data from 2021/22, and reflects on the ways in which the COVID-19 pandemic continues to strain Ontario’s health care system.

The pandemic continues to be an important factor in the complaints Patient Ombudsman receives. While quality of care continued to be the top complaint for both long-term care homes and public hospitals, Patient Ombudsman noted a 43% increase in the number of patients and caregivers who reported that they were treated with a lack of sensitivity, caring, courtesy or respect at hospitals, particularly in emergency departments.

In addition to looking at complaints data, the report shares patient stories that touch on issues of growing concern, including increased number of negative interactions with hospital security; discharging vulnerable patients from hospital to long-term care; and the stresses to the health care system seen in our emergency rooms. The report also provides an update on two issues examined in previous reports: concerns related to sexual assault and lost property.

Key Highlights:

• Patient Ombudsman received 3,306 total complaints in 2021-22.

• 3,291 complaints were resolved, including complaints carried over from the previous year.

• 1,256 people were referred to patient relations staff at health sector organizations, including 200 courtesy calls to facilitate a warm hand-off.

• 22% of complaints are about health care settings outside of Patient Ombudsman’s jurisdiction, and Patient Ombudsman made 300 referrals to health regulatory colleges.

“The pandemic has placed a huge strain not only on our health system, but on individuals themselves. Despite the challenges, our office continues to work with complainants and health organizations to find fair resolutions and to support patients and caregivers as they try to navigate a complex health care system. It is inspiring to see so many patients, caregivers and health sector organizations working to ensure others have more positive experiences.”

– Craig Thompson, Patient Ombudsman

Courage, Compassion, Clarity – Informing Change in a Time of Crisis

Patient Ombudsman’s annual report for Years 4 and 5 (2019-2021) reflects on the offices’ last two years of operation and highlights important issues including the impacts of the COVID-19 pandemic

TORONTO, March 21, 2022 – Since opening its doors just over five years ago, the office of the Patient Ombudsman has championed fairness in health care by listening to patients, caregivers and health sector organizations to improve services and achieve better health care experiences for all Ontarians.

The pandemic posed significant challenges for everyone and altered the number and nature of complaints that came to Patient Ombudsman. Over the course of 2019/20 and 2020/21, the office saw a significant increase in complaints, specifically complaints about long-term care in relation to restrictions on visitation, impacts of infection prevention and control measures, and staffing shortages.

The annual report also includes case studies that touch on important and concerning issues. The issues we have chosen to highlight include sexual assault in hospital settings; lack of culturally competent care for Indigenous patients and caregivers; use of force by hospital staff; and impacts of isolation resulting from restrictions on visitation. The patient stories and resolutions speak to the work of an ombuds in determining whether a health sector organization has acted fairly.

Key Highlights: 

• Patient Ombudsman received a total of 2,470 complaints in 2019/20 and 3,595 complaints in 2020/21 – a 45% increase from year 4 to year 5

• Complaints about long-term care homes rose from 208 in 2019/20 to 650 in 2020/21 – a shift from 8% of total complaints in year 4 to 18% of total complaints in year 5

• The disproportionate number of complaints about long-term care homes prompted Patient Ombudsman to launch its first large-scale, system-level investigation in spring 2021

• The rise in pandemic-related complaints also prompted Patient Ombudsman to release two special COVID- 19 reports during this timeframe

• More than 2,400 referrals were made to other organizations and oversight bodies in 2019/20 and more than 3,400 in 2020/21, including 2,300 referrals to patient relations offices in health sector organizations

“The impact of the COVID-19 pandemic can be seen throughout this report, both in the information presented and the stories shared. But even with the pandemic and other challenges we faced, this nascent office remained focused on meeting an ever-growing demand for help navigating a health care system that is increasingly complex and continuously evolving.”

– Craig Thompson, Patient Ombudsman

LTCH Experience Survey Announcement | Press Release (PDF)

FOR IMMEDIATE RELEASE

Ontario’s Patient Ombudsman wants to hear about your experience in long-term care during the first year of the COVID-19 pandemic

(Toronto, May 12th, 2021)

Patient Ombudsman is launching a province-wide COVID-19 experience survey for residents, caregivers and staff in Ontario’s long-term care homes (HYPERINK). The survey is anonymous and an opportunity for those who were affected by the crisis in long-term care to privately share their experiences.

Throughout the pandemic Patient Ombudsman responded to and resolved healthcare complaints from residents, caregivers and whistleblowers (staff who remain anonymous) who courageously shared their concerns during a very difficult and challenging time. During the first wave of the pandemic, Patient Ombudsman experienced a 300% increase in COVID-19 related complaints in long-term care.

“It is important to ask all members of the long-term care home community about how they were personally impacted by the pandemic. This time last year, long-term care was in crisis and the collective experiences from that critical moment in time have much to tell our office as we work to understand exactly what happened and why.”
Craig Thompson, Patient Ombudsman

This COVID-19 experience survey will inform Patient Ombudsman’s on-going investigation into long-term care homes with COVID-19 outbreaks. Survey results will be shared publicly later this year.

Key facts:

• In the fall of 2020, Patient Ombudsman issued a special report that included recommendations to the sector, such as a change in approach to visitation restrictions. Patient Ombudsman called out the restrictions to bar visitors from their loved ones as inhumane. (hyperlink)

• In June of 2020 Patient Ombudsman, launched an own motion investigation (OMI) on COVID-19 outbreaks in long-term care.

• To date, Patient Ombudsman’s investigative team has completed an analysis of thousands of documents and is now collecting additional evidence through interviews and witness impact statements.

Patient Ombudsman is a champion for fairness in healthcare. We facilitate resolutions and investigate complaints about patient care and healthcare experiences in long-term care homes, public hospitals and home and community care. We take the time to listen closely to all perspectives without taking sides. Our work aims to improve the system for everyone, by shining a light on issues of concern.

For media inquiries contact:
Email: media@patientombudsman.ca
Tel: 888-321-0339

LTCH COVID-19 Investigation Update (Spring 2021) | Press Release (PDF)

Patient Ombudsman Investigation Update

Investigating the experiences of residents and caregivers in Long-Term Care Homes that managed a COVID-19 Outbreak: Spring 2021 UPDATE

In response to the crisis in Ontario’s long-term care homes during the first wave of the COVID-19 pandemic Patient Ombudsman initiated an Own Motion Investigation.

Patient Ombudsman is reviewing the outbreak experience in a cluster of long-term care homes where we heard significant concerns during the first wave of the pandemic. Before engaging with these homes, careful consideration was given to the homes ability to respond to our enquiries while continuing to manage outbreaks and implement vaccine roll-out initiatives.

“We never want our activities to be disruptive to the operations of long-term care homes. The health and safety of residents, caregivers and staff is always paramount when undertaking document reviews, witness interviews and consultations with administrators.”
Craig Thompson, Patient Ombudsman

Patient Ombudsman’s investigation is reviewing:

• Visitation restrictions and protocols.

• Communications including the timing and type of information that was shared with residents and families.

• Staffing levels over the course of the outbreak.

• Infection Prevention and Control practices and protocols.

• Access to Personal Protective Equipment (PPE).

In parallel with the investigation, Patient Ombudsman is launching a province-wide experience survey targeting residents, families, caregivers and long-term care home staff. Hyperlink to this.

Investigation Milestones:

• Patient Ombudsman 1st wave of COVID-19 special report and recommendations to long-term care homes

• Formal notice of intent to investigate (NOI) to a short-list of long-term care homes.

• Completion of an evidentiary document review process that included thousands of pages of document (including but not limited to medical charts, written communications, policies, and procedures).

• Commencement of virtual interviews with residents, families and essentials caregivers and staff in selected long-term care homes.

• Collection of witness impact statements.

• Launch of provincial survey to seek the input of long-term care home residents, caregivers and staff.

Next steps:

• Analysis and synthesis of all witness interviews and related evidence.

• Report writing and issuing of recommendations.

• Opportunity for response from long-term care homes subject to the investigation.

• Report to government and public target date - early 2022

The Ontario government has announced Craig Thompson as Ontario’s new Patient Ombudsman

Mr. Thompson has been leading the office as Executive Director since 2017 and he fully recognizes the responsibilities and impact of his appointment as Ontario’s Patient Ombudsman. Mr. Thompson brings a keen insight into the office of the Patient Ombudsman as a meaningful complaints resolution service to Ontarians.

Mr. Thompson’s appointment as Patient Ombudsman comes at a critical time in our healthcare system, as we enter our second year of the COVID-19 pandemic. Ombudsman Thompson’s priorities will be to complete the systemic investigation into long-term care homes that experienced significant COVID-19 outbreaks.

Ombudsman Thompson will also issue a second special report, over the coming months, that highlights the impact the pandemic has had on patients, caregivers and families in all three-health sectors that Patient Ombudsman oversees: public hospitals, home & community care, and long-term care.

"Taking on the role of the Patient Ombudsman is more than an honour. It is a tremendous opportunity and responsibility to ensure that the full diversity of patients and caregivers voices are heard so we can improve our health care system for us all. I have always been a fierce champion for having patients and caregivers at the table leading change and that will continue as I assume this new role with the support of a talented and passionate team."

Patient Ombudsman Thompson accepted his 5-year appointment on March 29 2021.

We are incredibly shocked and saddened to learn of the tragic passing of Cathy Fooks, Ontario’s Patient Ombudsman. Below is a statement that was approved by Cathy’s family.

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Statement on the passing of Cathy Fooks, Ontario’s Patient Ombudsman

It is with a very sad and heavy heart that we share the news of the untimely passing of Cathy Fooks due to a tragic accident. Since July 2020, Cathy held the role of Patient Ombudsman for Ontario, after 13 years as the President and CEO of The Change Foundation.

We send our deep-felt condolences to her husband, Terrence Sullivan, her four children and their partners, her two grandchildren, and the rest of her immediate and extended family.

This is a heartbreaking and devastating loss for so many. Cathy was a forward-thinking leader in Ontario’s healthcare sector. Among other accomplishments, Cathy pushed through barriers to make meaningful improvements to the patient and family caregiver experience. She was a visionary in engagement and co-design with patients and caregivers that will benefit the healthcare system for years to come. Cathy was a wife, mother, grandmother, daughter, sister, leader, mentor and friend.

The family will organize and share details about a celebration of life at a later date. Details will follow when they are available.

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The entire staff at the office of the Patient Ombudsman, share our deepest of sympathies with Cathy’s family, friends and to all those she touched. We will share more updates as they become available next week.

Patient Ombudsman is releasing a special report Honouring the voices and experiences of Long-Term Care Home residents, caregivers and staff during COVID-19 in Ontario a snapshot of COVID-19 complaints received from March 1st to June 30^th, 2020.

We are sharing our early recommendations as long-term care homes manage a second wave of COVID-19. We recognize that investigations and inquiries take time and while our investigation is ongoing, we wanted to be useful to a system that is responding in real time, to a pandemic that continues to unfold. This report is dedicated to the over 2800 Ontarians who died from COVID-19 and their loved ones. We also dedicate this report to the healthcare workers responding to COVID-19 across Ontario.”

Cathy Fooks, Patient Ombudsman

Our office is pleased to welcome Cathy Fooks as Ontario’s Patient Ombudsman.

Ms. Fooks begins her appointment as Patient Ombudsman on July 13th for a five-year term.

We’ll have more updates about Ombudsman Fooks’ vision and strategic priorities over the coming weeks and months.

Patient Ombudsman – Diversity & anti-Black Racism Statement

Patient Ombudsman as an organization recognizes that systemic racism exists in the province of Ontario and in our healthcare system.

Specifically, anti-Black and anti-Indigenous racism are public health issues that deserve a sustained spotlight to facilitate conversation and action to promote health equity.

As a champion for fairness in Ontario’s healthcare system, we must ensure that all Ontarians have equitable access our complaints resolution service.

Patient Ombudsman is committed to promoting diversity and equity in our organization and complaints resolution service by:

• Building capacity within the organization to accept, appreciate and respond to healthcare complaints received from Black, Indigenous and other racialized communities

• Collecting socio-demographic data to amplify the healthcare experiences of racialized Ontarians, while respecting the privacy and confidentiality of our complainants

• Increasing our community outreach efforts into specific ethno-racial and cultural communities to address gaps in our services and reporting

• Ensuring representation from key communities based on our complainant socio-demographic data

• Training and educating all staff on cultural competency, anti-racism, diversity and health equity

• Improving access to language interpreter services and removing linguistic barriers for newcomers and immigrants

• Ensuring Patient Ombudsman is a respectful workplace free of discrimination, harassment or violence

 

If you have any questions or feedback on Patient Ombudsman’s diversity practices please email us at feedback@patientombudsman.ca

News Release of Long-term Care Home Investigation | Press Release (PDF)

FOR IMMEDIATE RELEASE

Patient Ombudsman launches systemic investigation into the resident and caregiver experience at Ontario’s Long-term Care Homes with outbreaks of COVID-19
(Toronto, June 2nd, 2020)

Patient Ombudsman began monitoring the impact of COVID-19 on the experiences of patients, residents and caregivers when the pandemic was first declared. Complaints from residents, family members and whistleblowers pointed to a crisis in Ontario’s long-term care homes.

On April 26th, 2020, Patient Ombudsman launched a public appeal for COVID-19 complaints in long-term care. Patient Ombudsman asked staff, family members, caregivers and residents to disclose situations where they felt the safety of residents and staff may be in significant jeopardy.

Since March, Patient Ombudsman received 150 complaints about long-term care homes.  That number continues to grow.

“Our office would like to thank every resident, caregiver and staff person of a long-term care home for having the courage to come forward with their complaints. We are committed to resolving these complaints and amplifying the voices of residents and caregivers as we learn from their experiences.

Patient Ombudsman acknowledges Ontario Ombudsman’s separate investigation of the oversight of the long-term care system by the province’s Ministry of Long-Term Care and Ministry of Health.

Our investigation is specific to the resident and caregiver experience at long-term care homes with outbreaks of COVID-19. We feel that this investigation will help long-term care homes prepare for future outbreaks of infectious diseases, including COVID-19.” (Craig Thompson, Executive Director, Patient Ombudsman)

Investigation focus

The investigation will focus on the experience of residents and caregivers in those long-term care homes that experienced an outbreak of COVID-19.
Some of the issues affecting the experience of residents and caregivers include:

• staffing levels;

• visitation restrictions;

• infection prevention and control procedures; and

• communication of information.

Patient Ombudsman is a champion for fairness in healthcare. We facilitate resolutions and investigate complaints about patient care and healthcare experiences with long-term care homes, public hospitals and home and community care coordinated through Local Health Integration Networks. We take the time to listen closely to all perspectives without taking sides. Our work aims to improve the system for everyone, by shining a light on issues of concern.

Call for complaints | Press Release (PDF)

FOR IMMEDIATE RELEASE

Patient Ombudsman seeks complaints about COVID-19 in Ontario’s Long-Term Care Homes

(Toronto, 2020-04-27)  Whistleblower complaints from staff and complaints from concerned family members reveal a crisis in many Ontario long-term care homes.

Patient Ombudsman is learning of significant safety concerns in long-term care homes including:

• Severe staffing shortages;

• Inadequate infection control and prevention measures;

• Inability to meet the basic care needs for some residents; and

• Poor or no communication.

Patent Ombudsman is asking staff, family members, caregivers and residents to disclose situations where they feel the safety of long-term care home residents and staff may be in significant jeopardy.

These complaints will help inform our response to support the care of vulnerable long-term care home residents, including potential investigations. We are proactively sharing information that comes to our office with the Ministry of Health, Ministry of Long-Term Care and Ontario Health.  

“This is a frightening time for many patients, residents, families and caregivers. Our goal is to learn as much as we can about how COVID-19 is affecting residents and staff in long-term care homes. Our hope is to help long-term care homes with future pandemic planning – including additional and potential new waves of COVID-19” (Craig Thompson, Executive Director, Patient Ombudsman)

Anyone with relevant information about COVID-19 issues in Ontario’s long-term care homes is encouraged to make a complaint or call 1-888-321-0339.

Patient Ombudsman is a champion for fairness in healthcare. We facilitate resolutions and investigate complaints about patient care and healthcare experiences with long-term care homes, public hospitals and home and community care coordinated through Local Health Integration Networks. We take the time to listen closely to all perspectives without taking sides. Our work aims to improve the system for everyone, by shining a light on issues of concern.

For media inquiries contact:
Email: media@patientombudsman.ca
Tel: 888-321-0339

 

 

Patient Ombudsman is pleased to share with Ontarians our year three highlights report: Listening, Learning, Leading.

As an Ombuds for health in Ontario, our organization continues our mandate as the champion for fairness in Ontario’s evolving healthcare system.

Listening, Learning, Leading is the highlights report of Patient Ombudsman’s third year of operations and builds from the collective work of Fearless (year one report) and Fairness (year two highlights).

As we evolve as an organization and enhance our service to Ontarians, Patient Ombudsman shares how we are:

• Listening
  Patient Ombudsman listens to patients and caregivers as they share their experiences with health sector organizations and then works to achieve fair resolutions to their concerns.
  
  In our balanced approach to complaints resolution, we also listen to health sector organizations and ensure that they have meaningful opportunities to respond.
   
• Learning
  Through the complaints we receive, Patient Ombudsman is able to learn what is working and what is not in our healthcare system. We view complaints as opportunities for health sector organizations to learn and improve.
  
  Patient Ombudsman is committed to learning from and using the information and evidence gathered over our three years to identify issues and situations that would benefit from more in-depth review and investigations.
   
• Leading
  Patient Ombudsman recognizes our unique role as an Ombuds for health in Ontario. We will continue to lead as an independent, impartial and confidential complaints resolution service for healthcare experiences in Ontario.

 

Year Three 2018/19

 

Patient Ombudsman is a safe-space to share your healthcare concerns

We want to thank patients and their caregivers for contacting our office to share their complaints and healthcare experiences. Sharing your concerns has an impact and it makes our healthcare system better for all Ontarians.

Patient Ombudsman strives to make our service a safe-space where we treat everyone with empathy, dignity and fairness.

We also want to thank the health sector organizations within our jurisdiction (public hospitals, long-term care homes, home and community care coordinated by the Local Health Integration Networks) for being open to change and meaningful resolutions that are fair for everyone.

The number of complaints that come to our office and the number of successful resolutions we facilitate continue to grow.


Patient Ombudsman are a team of compassionate people who are here to help

We want all Ontarians to know that even without a ‘Patient Ombudsman’ in name we have the authority to continue our mandate as champions for fairness.

We have a dedicated team of skilled early resolution specialists and investigators who continue to listen to your concerns and work to make every experience matter.

We also plan to keep all Ontarians informed about any news about the appointment of our new Patient Ombudsman. The Public Appointments Secretariat will oversee the selection of a new Patient Ombudsman. The Ontario government will manage the recruitment process.  Our office is not doing the recruiting ‘in-house’.


Patient Ombudsman wants to hear from you

If you have any compliments, complaints or other comments about your experience with our office, we invite you to send us an email at feedback@patientombudsman.ca, where a member of the senior leadership team will review your feedback and contact you to reply. You may also send a confidential letter to our mailing address, attention “Feedback”.

Box 130, 77 Wellesley Street West, Toronto ON M7A 1N3

 

Christine Elliott submitted her resignation as Ontario’s first Patient Ombudsman on February 1, 2018.

Until the next Patient Ombudsman is appointed, our office will continue to help patients and caregivers resolve their complaints about patient care and healthcare experiences in public hospitals, long-term care homes and home and community care services delivered by the Local Health Integration Networks (LHINs). We are committed to ensuring that there will be no disruptions to our day-to-day operations, and that patients, caregivers and families can continue to access our services.

We want each person who contacts our office to know that we are continuing to listen and learn, as we work to make every experience matter.
If you have any compliments, complaints or other comments about your experience with our office, we invite you to send us an email at feedback@patientombudsman.ca, where a member of the senior leadership team will review your feedback and contact you to reply. You may also send a confidential letter to our mailing address, attention “Feedback”.

With that said, we continue to ask patients and caregivers to be fearless in bringing their complaints to our office and for health sector organizations to be fearless in working with us to help improve Ontario’s healthcare system.

We’ll provide more information as it becomes available.