Patient Ombudsman Ontario

Patient Ombudsman for Ontario Healthcare Services

The Ontario Patient Ombudsman is an independent and impartial office that helps resolve complaints from patients, residents, and caregivers about their experiences with certain publicly funded healthcare organizations in Ontario.

The Patient Ombudsman works with patients, caregivers, and healthcare organizations to find fair resolutions to complaints. Most complaints are resolved through an Early Resolution Specialist, while more complex cases may be investigated further. The Patient Ombudsman may also launch investigations into systemic issues that are in the public interest.

The Patient Ombudsman does not replace a healthcare organization’s own complaint process. Before submitting a complaint, individuals are expected to first give the healthcare organization an opportunity to resolve the concern. If they remain dissatisfied after receiving a response, the Patient Ombudsman may become involved.

In this OmbuDesk Directory entry, you can find information about the Ontario Patient Ombudsman and how to contact the office.

What is the Ontario Patient Ombudsman?

The Patient Ombudsman is a healthcare dispute resolution office that helps patients, residents, and caregivers resolve complaints about experiences with Ontario’s publicly funded healthcare organizations.

The office oversees complaints involving:

• Public hospitals.

• Long-term care homes.

• Home care services.

• Community surgical and diagnostic centres.

What does the Patient Ombudsman do?

The Patient Ombudsman can:

• Review complaints about patient care and healthcare experiences.

• Work with patients, caregivers, and healthcare organizations to find fair resolutions.

• Help improve communication between complainants and healthcare organizations.

• Resolve many complaints through an Early Resolution Specialist.

• Conduct investigations into complex complaints.

• Launch investigations into systemic issues that are of significant public interest.

• Refer individuals to the appropriate organization when a complaint falls outside its jurisdiction.

Who can ask for help?

The Patient Ombudsman can assist:

• Patients.

• Residents of long-term care homes.

• Caregivers.

• Individuals making a complaint on behalf of a patient or resident with the required consent. 

What kinds of problems can you bring?

You can contact the Patient Ombudsman about concerns involving:

• Your experience at a public hospital.

• Care received in a long-term care home.

• Home care services.

• Community surgical and diagnostic centres.

• Complaints that have not been resolved after following the healthcare organization’s complaint process. 

What doesn’t the Patient Ombudsman do?

The Patient Ombudsman does not:

• Review complaints before the healthcare organization has had an opportunity to respond.

• Investigate complaints about regulated healthcare professionals, such as physicians or nurses.

• Review complaints about healthcare organizations outside its jurisdiction, such as walk-in clinics or retirement homes.

• Review matters that are already part of another complaint or legal proceeding.

• Replace existing complaint processes within healthcare organizations. 

If a complaint falls outside the Patient Ombudsman’s jurisdiction, the office will help direct the individual to an organization that may be able to assist.

Jurisdiction, Authority, and Limits

The Patient Ombudsman has authority to review complaints involving:

• Public hospitals.

• Long-term care homes.

• Home care services.

• Community surgical and diagnostic centres.

The office can help resolve complaints, conduct investigations, and identify systemic issues within these organizations. However, it cannot investigate matters outside its legislated jurisdiction or replace other legal or regulatory complaint processes. 

How can you contact the Ontario Patient Ombudsman?

Telephone:

Toronto: 416-597-0339

Toll Free: 1-888-321-0339

Office hours:

• Monday to Friday: 9:00 a.m. – 4:00 p.m.

• Thursday: 9:00 a.m. – 12:30 p.m. 

Email (general inquiries only):

info@patientombudsman.ca

Complaints cannot be submitted by email. 

Complaints:

Complaints may be submitted online through the Patient Ombudsman complaint form or by mail. 

Mailing Address:

Patient Ombudsman

Box 130, 77 Wellesley Street West

Toronto, ON M7A 1N3 

Office Address (no walk-ins):

438 University Avenue, 2nd Floor

Toronto, ON M5G 2K8