Tell us how we're doing!
While working to provide the best possible care, we also want to provide the best possible service. We want to know how we are doing and welcome feedback of all kinds — concerns, compliments and all other inquiries.
We provide information in accessible formats and communication support for persons with disabilities, in a timely manner and at no cost. Please contact us at 1-888-733-1177, ext. 7888 to discuss how we can help meet your needs.
Compliments, suggestions and concerns from our patients and their families are important to help us continually improve our programs and services. To provide any type of feedback, please contact your Care Coordinator directly.
If you have a specific concern about your care and the service we are providing, please follow the steps below to ensure a prompt response. We strive to resolve patient concerns informally, whenever possible.
- Contact your Care Coordinator to discuss your concern. Your Care Coordinator is familiar with your situation and wants to hear what is going well for you and what can be improved. Your Care Coordinator will work with you, your family, or your caregiver to respond to your concern. Most patient concerns are successfully resolved at this level.
- If, after speaking with your Care Coordinator, your concern is not resolved to your satisfaction, you can ask to speak to his or her manager.
- If, after speaking with a manager, your concern remains unresolved, you have the following two options:
A) Long-Term Care Action Line
The Long-Term Care Action Line is a service provided by the Ministry of Health and Long-Term Care. This line takes calls from patients and caregivers who wish to raise concerns 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 with us.
The Long-Term Care Action Line may be contacted by telephone at 1-866-434-0144 or online at www.health.gov.on.ca
B) The Health Services Appeal and Review Board (HSARB)
The HSARB is an additional option. The HSARB will hear concerns related to your eligibility for service, the type or amount of service you receive, or why services were discontinued. The HSARB is an independent tribunal set up by the Ministry of Health to address concerns about the health care system.
The HSARB may be contacted by telephone at 1-866-876-7658 or via mail:
Health Services Appeal and Review Board
151 Bloor Street West, 9th Floor