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Feedback and Concerns

​We Welcome your feedback on home and community care services

 

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 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.

Your feedback matters to us. At the North Simcoe Muskoka Local Health Integration Network (LHIN), we strive to provide the highest quality care possible. To help us succeed, we need to hear from you about what we are doing well, and where we could improve.

LHIN Patient Experience Survey

We reach out to a randomly selected group of patients or caregivers who have consented to complete a short, 12-minute survey about the care patients have received. R.A. Malatest and Associates Ltd. (Malatest) is an independent research company that has been selected to conduct the survey on our behalf. The survey will be available in English and French.

Malatest may contact you by phone. Y​our participation is completely voluntary and your responses will not impact any current or future service(s) you may receive. All information gathered in the survey, including personal and personal health information, will be protected, kept secure at all times, and will only be used only as authorized under the Freedom of Information and Protection of Privacy Act and Personal Health Information Protection Act.

If you have any questions or wish to be removed from our survey contact list, please contact us by calling 705-721-8010 ext. 2309 and provide your first name, last name, and phone number.

Voice of the Caregiver Survey

We reach out to caregivers of patients who have passed away to complete a short survey about the experiences of care and services received during the last months of life.

Caregivers may be contacted by mail through NRC Health, an independent research company that has been selected to conduct the survey. The survey is available in English and French.

Your participation is completely voluntary and your responses will not impact any current or future service(s) received. All information gathered in the survey, including personal and personal health information, will be protected, kept secure at all times, and will only be used as authorized under the Freedom of Information and Protection of Privacy Act and Personal Health Information Protection Act.

Thank you for considering these surveys. Your feedback will help us continue to improve the care we deliver to patients like you.

 

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 Ministry's 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 the 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 healthcare experience with us can also be directed to the Ontario Patient Ombudsman.

 

CONTACT US

 

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

 

The 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 home and community 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: hsarb@moh.gov.on.ca.

 

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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