Complaints, Concerns, Compliments
The Patient Ombudsman is responsible for investigating complaints related to Ontario’s hospitals, long-term care homes and community care access corporations (CCACs).
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 community care access corporations (CCACs).
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:
To access the Central Community Care Access Centre Feedback, Complaints, and Appeals process, click here.
Health Care Consent Act
The Health Care Consent Act (HCCA) is an Ontario law that has to do with the capacity to consent to treatment.
Request Form under the Freedom of Information and Protection of Privacy Act/Municipal Freedom of Information and Protection of Privacy Act - click here.
One of the core values that guides our work across the Central LHIN is Listen to the Patient Voice, and we appreciate your feedback. The Central LHIN Complaints, Concerns, Compliments process provides people with a means of registering a health care complaint or concern, and feedback on what is working well related to the care they receive.
The process ensures follow-up and helps to identify potential systemic issues. The Central LHIN is 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:
Provincial (Pan LHIN) Guiding Principles for Complaints Management
- Be received with courtesy and recorded accurately
- Be acted upon promptly and fairly
- Be confidential and protected
Protecting Your Privacy
If you have a concern that requires us to collect your personal information and you would like us to follow up, the Central Local Health Integration Network and its staff may need to collect your personal information in accordance with the Local Health System Integration Act, 2006 and 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 click on one of the following consent forms, depending on your need:
If you have any questions about this collection and use of personal information or the consent form, please contact:
Central Local Health Integration Network
Cheryl Cheung, Manager, Communications
60 Renfrew Drive, Suite 300
Markham, ON L3R 0E1
1-866-392-5446 or 905-948-1872, Ext. 255
If you have concerns that relate to services provided or to be provided by someone else and not to you, please contact the Central LHIN directly for further instructions.
If you wish to contact the Central LHIN to file a complaint, concern, or compliment, there are several ways of doing so:
- Email: firstname.lastname@example.org
- When filing a complaint by email, please ensure you address the following questions:
- What is the name of the health care organization your concern involves?
- What is your concern?
- 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 the Central LHIN to contact you regarding the specific concern.
- Your understanding that the information you provided may be used by the Central LHIN to address your specific concern.
60 Renfrew Drive, Suite 300
Note: The Central LHIN is not a health custodian under the Personal Health Information Protection Act, 2004.