Complaint, Concern, Compliment Process

If this is a medical emergency, call 911

One of the core values that guides the Erie St. Clair LHIN's work is listening to feedback from our residents. The Erie St. Clair 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 Erie St. Clair 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

Resources

Protecting Your Privacy

If you have a concern that requires us to collect your personal information and you would like us to follow up, Erie St. Clair 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:

Erie St. Clair LHIN
Julie Franchuk, Communications Specialist
180 Riverview Drive, Chatham ON  N7M5Z8
Phone: 1-866-231-5446 ext. 3215
Email: Julie.Franchuk@LHINS.ON.CA

If you have concerns that relate to services provided or to be provided by someone else and not to you, please contact the ESC LHIN directly for further instructions.

If you wish to contact the ESC LHIN to file a complaint, concern, or compliment, there are several ways of doing so:

  • Phone: 1-866-231-5446 ext. 3215
  • Email: Julie.Franchuk@LHINS.ON.CA
    • 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
      • City/town
      • Phone number
      • Your permission for the Erie St. Clair LHIN to contact you regarding the specific concern.
      • Your understanding that the information you provided may be used by the Erie St. Clair LHIN to address your specific concern.
  • Fax: 705-326-1392

Patient Ombudsman

The Patient Ombudsman is a champion for fairness in Ontario’s health sector organizations and is responsible for investigating complaints related to Ontario’s hospitals, long-term care homes and community care access corporations.

Ontario Ombudsman

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).

Regulated Health Professionals

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.

Home and Community Care Information

If you have a specific complaint about the care and the service the Erie St. Clair LHIN is providing, please contact:

  1. Your Care Coordinator directly
  2. The Erie St. Clair LHIN's Patient Relations Specialist at 1-888-447-4468 ext. 5378

You can find more information regarding the feedback and complaints process on the Erie St. Clair LHIN feedback webpage.

Long-Term Care Action Line

The Long-Term Care Action Line is a service provided by the Ministry of Health and Long-Term Care to address patient concerns and complaints.

If you contact the Long-Term Care Action Line, an Independent Complaints Facilitator will be assigned to help you address your concern or complaint with the Erie St. Clair â€‹CCAC. The Long-Term Care Action Line may be contacted by telephone at 1-866-876-7658, or online at: www.health.gov.on.ca. 

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.

Freedom of Information (FOI) Request

Information regarding the Freedom of Information Request process may be found here