Complaint, Concern, Compliment
The Patient Ombudsman is responsible for investigating complaints related to Ontario’s hospitals, long-term care homes and home and community care.
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.
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 (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 HNHB LHIN is listening to feedback from our residents. The HNHB LHIN Complaint, Concern, Compliment 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 HNHB 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 be:
- Received with courtesy and recorded accurately
- Acted upon promptly and fairly
- Confidential and protected
Provincial (Pan-LHIN) Guiding Principles for Complaints Management
If you wish to contact the HNHB LHIN to file a complaint, concern, or compliment, there are several ways of doing so:
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 HNHB LHIN to contact you regarding the specific concern.
- Your understanding that the information you provided may be used by the HNHB LHIN to address your specific concern.
- Your completed consent form (if necessary).
In person at any of our office locations - click here to visit the 'Contact Us' page for details.
If you wish to receive a copy of the HNHB LHIN Complaint, Concern, Compliment policy, please contact us.
Patients, Caregivers, Your Feedback is Important!
Learn more about the LHIN Patient Experience Survey
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 Hamilton Niagara Haldimand Brant 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 forms, please contact:
Hamilton Niagara Haldimand Brant Local Health Integration Network
Jennifer Gaskell - Manager, Quality and Risk Management
211 Pritchard Road, Unit 1
Hamilton, Ontario L8J 0G5
905-526-2312 (toll free: 1-866-790-4642)
If you have concerns that relate to services provided or to be provided by someone else and not to you, please contact the HNHB LHIN directly for further instructions.