We Welcome your feedback
While working to provide the best possible care, we also want to provide the best possible service. Compliments, suggestions and complaints from patients, their caregivers and and families are important to help us continually improve our programs and services. We want to know how we are doing and welcome feedback of all kinds — compliments, concerns, complaints, and all other inquiries.
CARE CONCERNS AND COMPLAINTS
We strive to resolve complaints informally, whenever possible, and if you have a specific complaint about your care and/or the service we are providing, please follow the steps below to ensure a prompt response.
1. Contact your Care Coordinator to discuss your complaint. 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 complaint. Most patient complaints are successfully resolved at this level.
2. If, after speaking with your Care Coordinator, your complaint is not resolved to your satisfaction, you can ask to speak to his or her manager. Should you prefer, the Long-Term Care Action line provides a service to patients and family members as an additional avenue to our formal complaints process.
3. If, after speaking with a manager, your complaint remains unresolved, you may request a formal review. The manager will inform you as to how to proceed with a formal review.
4. 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 (HSARB), if it concerns your eligibility for service, the type or amount of service you receive, or why services were discontinued. Concerns about your care or health care experience with us can also be directed to the Ontario Patient Ombudsman.
Reach us by phone from 8:30 a.m. to 8:30 p.m. any day of the week at:
Toll Free:1-888-721-2222 or Telephone: (705) 721-8010
Long-Term Care Action Line
A Long-Term Care Action line serves patients receiving our services and also gives a voice to those patients and their families who have concerns or complaints about their long-term care services. If you are receiving services through us, we encourage you to first contact us to support addressing your concerns.
The Long-Term Care Action Line may be reached by telephone at 1-866-876-7658, or online at: www.health.gov.on.ca.
Health Services Appeal and Review Board
The Health Services Appeal and Review Board (HSARB) will hear complaints 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 complaints about the health care system and can be reached at. 1-866-282-2179 or 1-416-327-8512 by email at: firstname.lastname@example.org.
The Patient Ombudsman
The Patient Ombudsman should be contacted after you have exhausted all other applicable complaint mechanisms, including the Long-Term Care Action Line.
More information about the Patient Ombudsman is available at: http://www.patientombudsman.ca/ and by calling 1-888-321-0339 or 416-597-0339.
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