Calls and formal complaints to Patient Ombudsman are extremely high at this time.

For new complainants: expect delays in returning your call.

For current complainants: expect delays in progressing your complaint file.

Our sincere apologies – we are doing our best to respond to you as quickly as possible. Our team is prioritizing the most urgent complaints. We appreciate your patience.

COVID-19 questions and information

Thank you,
Patient Ombudsman Team

Early Resolution

Most complaints that Patient Ombudsman receives are resolved through the work of our Early Resolution Specialists.

Early Resolutions Specialists are frontline staff who review and work with complainants and health organizations (hospitals, long-term care homes, and home care) to resolve complaints. The initial review includes speaking to both the complainant and the health organization, as well as document review, including correspondence, patient files or policies. They may make recommendations to the health organization, such as updates to policies and procedures or training for staff.

Complaints may be escalated to an investigation if they are particularly challenging and the parties involved cannot find a resolution.

Read our early resolution summaries for highlights of our work with patients, residents and caregivers and health organizations.

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