Feedback, Complaints and Appeals
We are committed to our vision of outstanding care – every person, every day. While working to provide the best possible care, we also want to provide the best possible service.
It is important for us to receive feedback from our patients and their families. This allows us to measure our performance and work towards enhancing the patient experience. We welcome feedback of all kinds — compliments, concerns, complaints and all other inquiries - to help us continually improve our programs and services.
To provide feedback, please contact your Care Coordinator directly or visit our Contact Us page.
Complaints and Appeals
If you have a specific complaint about your care and the service we are providing, please contact:
What is a Patient Relations Specialist?
- Your Care Coordinator directly or;
- Our Patient Relations Specialist at 1-888-447-4468 ext. 5378
We have empowered a Patient Relations Specialist to advocate for patients and help guide them to the services they need, further enhancing our Patient & Family Centred Care focus.
If you have any questions or concerns about your home and community care services, please contact:
1-888-447-4468 ext. 5378
You can ask for an Internal Review if you are not satisfied with our decision about your eligibility for services and the exclusion, reduction or termination of a service. The decision will be reviewed by another staff person and you will receive written notice of the outcome.
Following our formal review process, if you remain unsatisfied with the decision, you have the right to appeal that decision to the Health Services Appeal and Review Board (HSARB), if:
- You are not eligible for services;
- There’s been a reduction in the amount of service you are receiving;
- There was an exclusion of a service from your plan of care; and/or
- Your service has been terminated.
Health Services Appeal and Review Board
LONG-TERM CARE ACTION LINE
In addition to our internal process for dealing with patient concerns and complaints, you also have the option of contacting the Long-Term Care Action Line; a service provided by the Ministry of Health and Long-Term Care. Originally established for residents of long-term care homes with concerns about care, the Long-Term Care Action line was expanded in 2007 so that home and community care patients and caregivers could raise concerns or complaints about home and community care services.
If you contact the Long-Term Care Action Line, an Independent Complaints Facilitator (ICF) will be assigned to help you address your concern or complaint with us. The Long-Term Care Action Line may be contacted by telephone at 1-866-876-7658, or online at: www.health.gov.on.ca.
Feedback, Complaints and Appeals Documents
Click here to access our
Feedback, Complaints and Appeals document.
We are committed to addressing the needs of those with disabilities. If you have any questions, comments or concerns about the accessibility of our facilities or if you require any of our information in an alternate format, please contact us.