Patient Ombudsman’s role is to help resolve complaints from patients, residents and caregivers about their experiences in Ontario’s:
We do not have the authority to look into all types of health care complaints.
Complaints we cannot help with
We cannot review complaints about retirement homes or primary care clinics, which includes family doctors’ offices, walk-in clinics, urgent care centres that are not part of a hospital, and community health centres. We also cannot look into a complaint if it is the subject of a legal proceeding (e.g., before a court, tribunal, coroner etc.).
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For complaints about retirement homes, contact the Retirement Homes Regulatory Authority or by phone at 1-855-275-7472.
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For complaints about the conduct or decisions made by a health care provider (e.g., nurse or doctor), contact that professional’s regulatory college.
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For complaints about primary care settings (e.g., doctors’ offices, walk-in clinics etc.), the first thing you can try is to reach out to the clinic or office directly and ask if they have a complaints process or management team that reviews complaints. Information about the clinic’s complaint process may be posted on its website.
We understand that not everyone will be comfortable complaining directly to the clinic itself. In this case, the College of Physicians and Surgeons of Ontario’s Patient and Public Help Centre may be able to help with concerns about wait times, appointment bookings, communicating with your doctor, or a doctor’s diagnosis and treatment. Learn more on the College of Physicians and Surgeons of Ontario website or call 416-967-2603 or toll-free at 1-800-268-7096, ext. 603.