If you have an issue, first, talk to your care coordinator
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.
Speak with our patient relations department
If, after speaking with your Care Coordinator, your complaint is not resolved to your satisfaction, you can ask to speak to one of our Patient Relations Advisors by calling 519-473-2222 (1-800-811-5146) and asking for the Patient Relations department. Or, you can email SW.FEEDBACK@LHINS.ON.CA
For concerns about our funded health service providers, please email the following to: SW.FEEDBACK@LHINS.ON.CA
- What is the name of the health care organization your concern involves?
- Who did you speak to at the health care organization? What did they say?
- What would resolution of this complaint look like to you?
- Please also provide:
- Your name
- Phone number
- Your permission for us to contact you regarding the specific concern.
- Your understanding that the information you provided may be used by us to address your specific concern.
Protecting your privacy
If you have a concern that requires us to collect your personal information and you would like us to follow up, we may need to collect your personal information in accordance with the Freedom of Information and Protection of Privacy Act. If we do need to collect your personal information, we will require your written consent.
Please provide your consent by completing one of the following consent forms:
Consent by Individual (FR)
Consent by Substitute Decision Maker (FR)
Consent by Third Party (FR)
Listening to your feedback helps guide our work
Our complaint process provides people the opportunity to express a concern or give feedback and ensures follow-up that helps identify potential systemic issues.
Your feedback will be:
Received with courtesy and recorded accurately
- Acted upon promptly and fairly
- Confidential and protected
The Patient Ombudsman is responsible for investigating complaints related to Ontario’s hospitals and long-term care homes.
The Ontario Ombudsman is responsible for investigating complaints related to public sector bodies. The Ontario Ombudsman does not investigate hospitals or long-term care homes.
Request Form for requests under the Freedom of Information and Protection of Privacy Act.
The Health Care Consent Act
The Health Care Consent act is an Ontario law regarding the capacity to consent to treatment.
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 at 1-866-876-7658, or online at: www.health.gov.on.ca