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

After You Make a Complaint

What happens next

 

Once you’ve sent your complaint to us in writing, we will confirm we’ve received your complaint and send information about next steps.

We do not have the authority to look into all types of health care complaints. If your complaint is about something that we cannot help with, we will direct you to the organization that can help. Learn more about where to get help for complaints about retirement homes, family doctor’s offices, and walk-in clinics.

We also do not have oversight over the decisions that doctors or nurses make about your care. If you have concerns about a diagnosis or the health care you received from a physician, contact the College of Physicians and Surgeons of Ontario Patient & Public Help Centre for information about how the college may be able to help. Visit their website or call them at 416-967-2603 or toll-free at 1-800-268-7096, ext. 603.

If your complaint is something we can review, you will be notified when your case has been assigned and may receive a request for consent so that we can contact the health organization to discuss your concerns.

Once your case is assigned to an Early Resolution Specialist, they will contact you to:

  • Get your ideas on what you’d like to achieve through your complaint.

  • Offer other resolution suggestions and ask for your input on these suggestions.

  • Inform the health care organization about your complaint, including suggestions for a reasonable resolution.

  • Engage in ongoing conversations between you and the health care organization to try to resolve your complaint.

  • Let you and the health care organization know if our office found the resolution reasonable.

  • If our office was not satisfied with the organization’s attempt to resolve the complaint, we will notify you of next steps including whether an investigation will take place.

Throughout the process, you will be informed of all resolution attempts and their progress.

 

 

 

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