Complaints, Concerns, Compliments

Patient Ombudsman

The Patient Ombudsman is responsible for investigating complaints related to Ontario’s hospitals, long-term care homes and home and community care.

Ontario Ombudsman

The Ontario Ombudsman is responsible for investigating complaints related to public sector bodies. The Ontario Ombudsman does not investigate hospitals, long-term care homes and Home and Community Care Support Services.

Is your complaint ONLY about a Regulated Health Professional?

All regulated health professionals belong to regulatory bodies called "Colleges". If your complaint is only about a regulated health professional, such as a physician, nurse, physiotherapist, etc., you will need to contact the appropriate College, for example:

Health Care Consent Act

The Health Care Consent Act, 1996 is an Ontario law that has to do with the capacity to consent to treatment. 

Freedom of Information (FOI) Requests

Information regarding the Freedom of Information Request process may be found here.

Release of Information (ROI) Requests

If you have a request for the release of personal health information, contact:

Home and Community Care Support Services

11 Allstate Parkway, Suite 500
Markham, ON L3R 9T8
1-888-470-2222 ext. 5050
Privacy.Assist@lhins.on.ca

At Home and Community Care Support Services Central, people are at the heart of everything that we do. Serving with compassion, we are relentlessly focused on the health and well-being of people - patients, families and caregivers and one another.

We welcome feedback, and our Complaints, Concerns, Compliments process provides people with a means to register a health care complaint or concern, or feedback on what is working well related to the care they receive. The process ensures follow-up and helps to identify potential systemic issues.

We are committed to resolving or overseeing the resolution of a complaint in a timely manner. A review process is in place to record and ensure that reported complaints are addressed. All reported complaints will:

  • Be received with courtesy and recorded accurately
  • Be acted upon promptly and fairly
  • Be confidential and protected

Guiding Principles for Complaints Management

If you have a concern or compliment about home and community care support services, click here.

If you have a concern that requires us to collect your personal health information and you would like us to follow up, we will collect your personal information in accordance with the Local Health System Integration Act, 2006 and the Personal Health Information Protection Act, 2004.  

If you have questions or concerns, please contact:

Home and Community Care Support Services Central
Manager, Patient Experience
11 Allstate Parkway, Suite 500
Markham, ON  L3R 9T8
905-948-1872 ext. 7230
central.patientexperience@lhins.on.ca

Please click on one of the following consent forms, depending on your need: