Ontario’s Patient Bill of Rights says that you have the right to be told in writing how to make a complaint.<\/p>\n
Ask your care coordinator<\/strong>, OHT<\/strong>, or HSP<\/strong> for a copy of the complaint process.<\/p>\n Follow the complaint process carefully. Be sure not to miss any time limits.<\/p>\n You can make a complaint about:<\/p>\n Each type of complaint has its own complaint process. You must use the one that’s right for your type of complaint.<\/p>\n If you have more than one type of complaint, you must make a separate complaint for each one.<\/p>\n For help making a complaint, call the Long-Term Care Family Support and Action Line at 1-866-434-0144<\/strong>.<\/p>\n Or contact the Patient Relations Team at Ontario Health atHome at 310-2222<\/strong>. For TTY, call 711<\/strong>.<\/p>\n<\/div>\n You can complain about your OHT<\/strong> or HSP<\/strong>, or one of their staff members, employees, or contractors.<\/p>\n You can complain that they:<\/p>\n But you must show that because of what the person did or did not<\/strong> do, you were harmed or were at risk of being harmed.<\/p>\n Make your complaint to your care coordinator<\/strong>, OHT<\/strong>, or HSP<\/strong>. They’ll work together to deal with your complaint.<\/p>\n You can complain over the phone or in writing. Explain what happened and how it harmed you or put you at risk of being harmed.<\/p>\n They must tell you that they got your complaint and start looking into it right away.<\/p>\n Within 10 days<\/strong>, they must tell you what they’ve done about your complaint.<\/p>\n And they must write a report within a “reasonable time”. The law does not say what amount of time is reasonable.<\/p>\n If they agree<\/strong> with your complaint, their report must say:<\/p>\n If you do not agree with the decision they make, you cannot appeal it. But you might be able to do something else. The chart at the bottom of this page lists other options.<\/p>\n<\/div>\n You can complain if your OHT<\/strong> or HSP<\/strong>, or or one of their staff members, employees, or contractors decides:<\/p>\n Make your complaint to your care coordinator<\/strong>. You can complain over the phone or in writing.<\/p>\n Explain why you think the decision was wrong, how it affected you, and what you think you need.<\/p>\n If you’re not happy with how your care coordinator<\/strong> deals with your complaint, ask to speak to their manager<\/strong>.<\/p>\n If you’re not happy with the manager’s response, ask for a formal review<\/strong>. The manager will tell you how to do this.<\/p>\n You can appeal to the Health Services Appeal and Review Board (Appeal Board)<\/strong> if any of the following are true:<\/p>\n Contact a lawyer if you need help making an appeal. See Get legal help and information<\/a>.<\/p>\n You or your lawyer must write to the Appeal Board and ask for a hearing.<\/p>\n To find out more, visit hsarb.on.ca<\/a>. Call the Appeal Board at 1-866-282-2179<\/strong> or email hsarb@ontario.ca<\/a>.<\/p>\n<\/div>\n The Appeal Board will send you forms to fill out. Fill them out and send them back as soon as you can<\/strong>. Include a copy of the decision you’re appealing. Say why you think it’s wrong.<\/p>\n The Appeal Board should:<\/p>\n The Appeal Board decides on the type of hearing. But you can ask for your hearing to be in person, or by video conference or teleconference.<\/p>\n You can also ask for a written hearing where the Appeal Board decides based only on the documents you send.<\/p>\n Within 3 days<\/strong> after the hearing, the Appeal Board decides. It sends you its decision in writing and can:<\/p>\n The Appeal Board’s decision is final. You cannot<\/strong> appeal it. But you might be able to ask for a judicial review.<\/p>\n A judicial review<\/strong> is when you ask a judge to review a decision because there was a big legal mistake. Or the decision included a fact that’s not correct.<\/p>\n It’s important to have a lawyer help you ask for a judicial review.<\/p>\n<\/div>\n You can also make a complaint about things other than abuse or your care services.<\/p>\n For example, you can complain to your care coordinator<\/strong>, OHT<\/strong>, or HSP<\/strong> if you think your rights in the Patient Bill of Rights are not being respected.<\/p>\n Make your complaint to your care coordinator, OHT, or HSP. They’ll work together to deal with your complaint.<\/p>\n You can complain over the phone or in writing.<\/p>\n They must reply within 60 days<\/strong> and say what they’ve done about your complaint. If they have not<\/strong> done anything, they must say why and when they plan to do something.<\/p>\n You cannot<\/strong> appeal if you do not agree with how your care coordinator, OHT, or HSP deals with your complaint. But you may have other options. See the chart below.<\/p>\n\n
1. Abuse, neglect, or poor care<\/h2>\n
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How to complain<\/h3>\n
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2. Your care services<\/h2>\n
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How to complain<\/h3>\n
Make an appeal<\/h3>\n
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Have a hearing<\/h3>\n
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The Appeal Board’s decision<\/h3>\n
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3. Other types of complaints<\/h2>\n
How to complain<\/h3>\n