Compliments & Concerns

We strive to provide outstanding care to all Ontario Health atHome patients, each and every day. We welcome feedback of all kinds – compliments, concerns, complaints and all other inquiries. Receiving feedback and input from our patients, their families and caregivers is important to help us continually improve our programs and services.  

Here are a few ways to share your feedback, compliments or concerns: 

Discuss your service-related concerns with your care coordinator 
Share compliments and feedback with your local Patient Relations/Quality team.
Call Ontario’s Long-Term Care Family Support and Action Line to share concerns about long-term care homes or Ontario Health atHome 
Contact Ontario’s Patient Ombudsman

1. Concerns or complaints regarding services 

As a patient, you have the right to bring forth complaints and concerns regarding your service(s). The following details the nature of patient-related complaints Ontario Health atHome will work to address:

A decision that the patient is not eligible to receive a particular home and community care service.
A decision to exclude a particular home and community care service from the patient’s care plan.
A decision respecting the amount of any particular home and community care service set out in the patient’s care plan.
A decision to terminate the provision of a home and community care service to the patient.

Please follow these steps to have your concerns reviewed and assessed for resolution options:

Contact your care coordinator to discuss any concerns or complaints. Your care coordinator is most 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 caregiver to address any concerns. Most patient complaints are successfully resolved at this level. 
If, after speaking with your care coordinator, your complaint is not resolved to your satisfaction, you can ask your care coordinator to speak to their manager. 
If, after speaking with a manager, your complaint remains unresolved, you may request a formal review. The manager will inform you how to proceed with a formal review.
Following the 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, if it concerns your eligibility for service, the type or amount of service you receive or why services were discontinued. 

Health Services Appeal and Review Board  
151 Bloor Street West, 9th Floor 
Toronto, ON  M5S 1S4 
Telephone: 1-866-282-2179

Note: Unresolved concerns or complaints not related to services as outlined above will be further reviewed with Ontario Health atHome for resolution.

2. Compliments or feedback 

Please feel free to share your feedback with your care coordinator. You may also share compliments or complaints with your local privacy, patient relations, quality or records office. To determine the most appropriate contact, please use the location lookup tool.

Additionally, we seek feedback from patients and caregivers through the Patient and Caregiver Experience Evaluation (PCEE) survey and the Caregiver Voice Palliative Care survey. These valuable resources help us continually improve our services and support the best possible patient and caregiver experience.

Each month, our survey vendor Forum Research (opens in a new tab) will mail surveys to a random selection of recipients. Respondents will have the option to complete the surveys online or by return mail. The PCEE survey also has the option to complete the survey by telephone. These surveys are available in English and French, with an additional seven languages available for the PCEE patient survey.

Please call the number included in your survey package with any questions, or contact your care coordinator.

3. Long-Term Care Family Support and Action Line 

In addition to our internal process, you also have the option of contacting the Long-Term Care Family Support and Action Line, a service provided by the Ontario Ministry of Long-Term Care. 

The Long-Term Care Family Support and Action Line is available to receive concerns and complaints about either Long-Term Care Homes or Ontario Health atHome. They also offer the option to speak to an Independent Complaints Facilitator.

Learn more about the Ministry of Long-Term Care Family Support and Action Line (opens in a new tab)
You may also contact the Long-Term Care Family Support and Action Line by telephone at 1-866-876-7658. 

4. Ontario’s Patient Ombudsman 

Ontario’s Patient Ombudsman can help if you have already sought to have your complaint addressed by Ontario Health atHome and you are not satisfied with the outcome. More information is available at Patient Ombudsman website (opens in a new tab) or by calling 1-888-321-0339.