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

What We Do

Our role is to help resolve complaints from patients and residents or their caregivers about their care or experiences with Ontario’s public hospitals, long-term care homes, home care, and community surgical and diagnostic centres. 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 work with the complainant and the health organization to find 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.

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