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One of the core values that guides our work in the Central West LHIN, is listening to feedback from patients and families. It helps us to improve our programs and services, and identify potential system-wide issues. 

Committed to an effective, person-centered feedback process, the LHIN's Complaints, Concerns and Compliments Policy outlines a process for responding to, recording, resolving and monitoring complaints, concerns and compliments about services obtained from (a) LHIN-funded health system partners, and (b) Central West LHIN Home and Community Care. It is a process that has been designed to ensure patients and families have accessibility and guidance when bringing forward feedback about their care, and that their voices are heard. 

Guiding Principles

The Central West LHIN follows established Provincial (pan-LHIN) Guiding Principles for Complaint Management

  • Complaints are a valued source of information to help drive continuous improvement in the system
  • Complaints are managed with a person-centered approach
  • Transparent, Accountable Complaints Management System
  • Clear, Structured Organizational Protocols for Handling Complaints
  • Where complaints are outside of the LHIN’s mandate, complainants may be encouraged to continue to work with the appropriate partner.

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Submitting a Complaint, Concern or Compliment

If you wish to submit a complaint, concern or compliment  to the Central West LHIN, there are several ways of doing so including: 

  • by phone: 905.796-0040 or 1.888.733.1177
  • in person or by mail at/to: 199 County Court Boulevard, Brampton, ON
  • by eMail; centralwest@lhins.on.ca 
When submitting a complaint by email or through written correspondence, please ensure you provide the following information: 
  • Your name
  • City/town
  • Phone number 
  • 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?
  • The appropriate signed consent form:

Home and Community Care

If you have a specific concern about your home and community care services, please follow the steps below to ensure a prompt response. We strive to resolve patient concerns informally, whenever possible. 

Step 1 - Contact your Care Coordinator to discuss your concern. Your Care Coordinator is familiar with your situation and wants to hear what is going well for you, and what can be improved. Your Care Coordinator will work with you, your family and/or your caregiver(s) to respond to your complaint or concern. Most patient inquiries are successfully resolved at this level.

Step 2 - If, after speaking with your Care Coordinator, your complaint or concern is not resolved to your satisfaction, you can ask to speak to his or her Manager.

Step 3 - If, after speaking with a Manager, your complaint or concern remains unresolved, please note the following options: 

a) Long-Term Care Action Line

A service provided by the Ministry of Health and Long-Term Care (MOHLTC), the Long-Term Care Action Line hear concerns and complaints from persons receiving service from Long-Term Care Homes and Local Health Integration Networks (LHINs). Upon calling the Action Line, an Independent Complaints Facilitator (ICF) will be assigned to help address your concern. The Action Line can be contacted by telephone at 1-866-434-0144 or online at www.health.gov.on.ca

b) The Health Services Appeal and Review Board (HSARB)

An independent tribunal set up by the MOHLTC, the HSARB will hear concerns related to your eligibility for service, the type or amount of service you receive, or why services were discontinued. For more information or to contact the HSARB, please visit the HSARB Website

c) Ontario's Patient Ombudsman

In order to help meet the needs of patients who have not had their concerns resolved through existing complaint mechanisms, the office of Ontario’s Patient Ombudsman receives and responds to complaints from patients about public hospitals, long-term care (LTC) homes and home and community care services.

The functions and powers of the Patient Ombudsman include: 

  • Investigating, helping to resolve, reporting on and responding to complaints about the health care system made by patients, former patients and caregiver
  • Investigating health sector organizations on their own initiative
  • Making recommendations to health sector organizations following investigations Making reccomendations to the Minister of Health and Long-Term Care and Local Health Integration Networks, as appropriate.

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Protecting Your Privacy

If you would like the Central West LHIN to look into a complaint or concern, the LHIN and its staff may need to collect personal health information (PHI) in accordance with the Local Health System Integration Act (LHSIA), 2006 and Freedom of Information and Protection of Privacy Act (FIPPA). As required, you will be asked to provide written consent by completing and submitting an appropriate consent form (above), depending on your circumstances and needs.  

If you have any questions about the collection and use of personal information or the consent form, please contact Margo Morrison, Privacy Analyst at margo.morrison@lhins.on.ca or 905.796.0040 (x7751). 

If you have concerns that relate to services being provided or to be provided to someone other than yourself, please contact Tom Miller, Director Communications at tom.miller@lhins.on.ca or 905.796.0040 (x2271) for further information. 

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