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Ontario’s First Patient Ombudsman

Ontario is taking steps toward appointing its first Patient Ombudsman to help people who have an unresolved complaint about their care at a hospital, long-term care home or Community Care Access Centre.

Please see the related documents below regarding the first ever Patient Ombudsman in Ontario, a position created in December 2014 as part of Bill 8, the Public Sector and MPP Accountability and Transparency Act 2014. Please note that the position is not yet filled as the Ministry of Health and Long-Term Care engage in a process of public consultation.

When the first Patient Ombudsman is appointed by the Lieutenant Governor in Council, we will ensure that this information is available to all clients, reflected in our Client Relations Policy and pamphlet, noted in our Residential Binder and available through this section of our website.

Related documents: Patient Ombudsman – Poster (PDF)

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In keeping with the values and mission of Casey House, the health care team, support services and structures recognize and value the voices, opinions, and contributions of the clients we serve, as well as that of their families and support networks, our partners, and our communities. Their contributions help us to ensure continuous quality improvement in the care experience.

Related Documents:
Client Relations Policy (PDF)
Client Relations Form HR 003 (PDF)

POLICY
Casey House is committed to a comprehensive Client Relations process which empowers individuals or groups to provide insight into the care experience. Clients and their networks of family, supports and providers will be offered frequent opportunities to provide ongoing input and feedback to enhance quality client-centred HIV/AIDS care at Casey House. Casey House will address concerns, complaints, and requests. In addition Casey House will answer questions or forward suggestions and compliments to the appropriate person or department.

Casey House acknowledges that challenges and barriers may exist for some individuals or groups to provide constructive feedback to care providers. To reduce these concerns a variety of feedback opportunities including anonymous surveying are offered, to ensure that everyone has meaningful opportunities to express their opinions and suggestions for improving care.

PROCESS
Current opportunities to provide feedback at Casey House include:

1. Direct Communication – Casey House is committed to open, transparent and respectful communication and we encourage all clients, family members, supports, community providers and organizations to approach any staff / volunteer at Casey House to share their thoughts, opinions,suggestions, concerns or questions.

2. Residential Roundtable – Is a weekly facilitated meeting for all clients in the residence to identify immediate issues, concerns, requests, ideas and kudos regarding the care team, support staff, client community, visitors or the environment. The focus is on empowering clients to identify strategies and suggestions, problem solve and identify to whom and how this feedback is provided.

3. Satisfaction Surveys – Casey House uses in-person satisfaction surveys to gather feedback on services and the client experience to:
i. All clients while admitted to the Residential Program and when discharged
ii. All clients discharged from the Community Program
iii. Families or supports of clients who have passed away at Casey House

These surveys are administered by an interviewer with no other clinical responsibilities at Casey House. Feedback is collected and recorded to ensure client anonymity by reporting back the combined feedback of many clients every three months to Casey House.

4. Suggestion Box – A wooden box is located at the reception desk at 9 Huntley which allows for anonymous feedback to be provided to Casey House at anytime by anyone in the environment.

5. Community Advisory Committee – The Community Advisory Committee is an active committee at Casey House with PHA and Community Provider representatives. Feedback regarding services can be forwarded to this committee via its members for review and recommendations.

6. Complaint Process – Casey House will work to resolve any concern or complaint in a timely manner through a number of options:

i) Discussing the issue with the staff / volunteer member directly; this direct communication may allow for quick resolution of any issue to focus on your needs. If the issue is unresolved then the issue will be forwarded to the Manager / Supervisor / Coordinator for resolution.

ii) Contacting the Manager / Supervisor / Coordinator of the staff / volunteer directly involved: by phone at 416 962 7600 / by fax at 416 962 5147 / by email at clientrelations@caseyhouse.on.ca. Any complaint or concern that is forwarded to the Manager / Supervisor / Coordinator will involve:
• receiving and acknowledging the concern / complaint
• obtaining information from the complainant about their concern / complaint
• explaining the client feedback process (including the need for complainant confidentiality as circumstances prescribe) and identifying the next steps to the complainant
• assisting with coordination and communication of the client feedback process with the staff, physicians, and management
• acting as an ongoing contact for the complainant, including updates to the resolution process
• documentation of the process and outcome of the concern (Client Relations Form HR 003 (PDF))

iii) If resolution is not achieved with the Manager / Supervisor / Coordinator, the complaint / concern will be forwarded to the Chief Nursing Executive / Director of Clinical Programs for follow up. The complainant is also encouraged to contact the Chief Nursing Executive / Director of Clinical Programs directly: by phone at 416 962 7600 ext 268 / by fax at 416 962 5147 / by email at clientrelations@caseyhouse.on.ca