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While working to provide the best possible care, we also want to provide the best possible service. We want to know how we are doing and welcome feedback of all kinds — compliments, concerns, complaints, and all other inquiries. If you or your family member/caregiver has feedback of any type, please contact us by considering the steps below.

Should you require accessibility support or special accommodation, please call 1-807-345-7339 or 1-800-626-5406

Please call 911 if you have a medical emergency

 

If you have Home and Community Care Services and have an issue, first, talk to your care coordinator.

Always contact your Care Coordinator to discuss your concern first. They are the most familiar with your situation and will know how best to address your care or feedback.

If you are not aware of who your Care Coordinator is or have not yet been assigned one, then you can call our general number and you will be directed to your Care Coordinator or the appropriate individual.

Call 1-807-345-7339 or 1-800-626-5406

Your Care Coordinator will work with you, your family, or your caregiver to respond to your complaint.

Most patient complaints are successfully resolved at this level.

 

Was your concern or feedback addressed?

If, after speaking with your Care Coordinator, your concern is not resolved to your satisfaction, you can ask to speak to a Manager by calling 807-345-7339 or 1-800-626-5406.

 

Are you satisfied with your resolution?

If you feel that your concern or feedback has not been addressed appropriately, then please call or email our internal Patient Relations Contact at 807-766-2846 or toll-free at 1-800-626-5406. 

If you wish to email then please email us at nw.feedback@lhins.on.ca 

*Upon emailing we ask that you please limit the amount of personal information and only include your name and contact information for call back

 

If you do not have Home and Community Care Services and your concern is about funded health service providers, please call or email our Patient Relations Contact at 807-766-2846 or 1-800-626-5406 or at nw.feedback@lhins.on.ca

*Upon emailing we ask that you please limit the amount of personal information and only include your name and contact information for call back. 

Make certain you provide the following information about the health service provider.

  • What is the name of the health care organization your concern involves?

  • 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 Home and Community Care Support Services North West to contact you regarding the specific concern.

  • Your understanding that the information you provided may be used by Home and Community Care Support Services North West to address your specific concern.

The above process ensures follow-up and helps to identify potential systemic issues. Home and Community Care Support Services North West is committed to resolving or overseeing the resolution of a complaint in a timely manner.

We follow the Guiding Principles: Complaints Management

Please know that a review process is in place to record and ensure that any reported complaints or concerns are addressed.

All reported concerns or complaints will:

  • Be received with courtesy and recorded accurately
  • Be acted upon promptly and fairly
  • Be confidential and protected

 

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 North West LHIN 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. A link to the Consent Form may be found here.

If you have any questions about this collection and use of personal information or the consent form, please contact the Privacy Officer at 1-807-766-2870

 

Note: Home and Community Care Support Services North West as a health information custodian (HIC) under the Ontario Personal Health Information Protection Act, 2004 (PHIPA) collects, uses, and discloses personal information and shall be committed to protecting the privacy, confidentiality and security of all personal information to which it is entrusted.

If you wish to receive a copy of our Complaint, Concern, Compliment policy, please contact us.

If you wish to contact us there are several ways of doing so:

Phone: 1-807-345-7339 or 1-800-626-5406
Email: nw.feedback@lhins.on.ca
Fax: 1-807-345-8868
In person or mail to:  Thunder Bay Office: 975 Alloy Drive, Suite 201 Thunder Bay, ON P7B 5Z8


Other Options if you are not satisfied with the resolution.

 

Patient Ombudsman

The Patient Ombudsman is responsible for investigating complaints related to Ontario’s hospitals and long-term care homes.

Ontario Ombudsman

The Ontario Ombudsman is responsible for investigating complaints related to public sector bodies. The Ontario Ombudsman does not investigate hospitals or long-term care homes. 1-800-263-1830

Long-Term Care Action Line

In addition to our internal process for dealing with patient concerns and complaints, you also have the option of contacting the Long-Term Care Action Line, a service provided by the Ministry of Health and Long-Term Care at 1-866-876-7658, or online at: www.health.gov.on.ca

Health Services Appeal and Review Board

An independent tribunal to listen to your concern if it is about your service eligibility, the amount, or the discontinuation. 

Click here for more information or call 1-866-282-2179

Regulated Health Professionals

All regulated health professionals (such as doctors, nurses, physiotherapists, etc.) belong to regulatory bodies called “colleges.” If your complaint is specifically about a regulated health professional, you will need to contact the appropriate college. Click here to learn more