Your Feedback 

We welcome your feedback. Our Compliments, Concerns, Complaints process provides people with a means to provide feedback on what's working, and what could be improved. The process ensures follow-up and helps to identify potential systemic issues. We are committed to reviewing and assessing all feedback and concerns in a timely manner. Your feedback will:

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

To Provide Feedback

1. About Home and Community Care Support Services - If you have a compliment, concern or complaint about home and community care support services click here.

 

Patient Relations

Phone:  807-766-2846 or 1-800-626-5406 
Email: 
nw.quality@lhins.on.ca
In person or mail to:  Thunder Bay Office: 961 Alloy Drive, Thunder Bay, ON, P7B 5Z8

2. About other Health Services Providers - If you have a compliment, concern or complaint about a health care service other than home care, please contact: 

Ontario Health North

Email: Lara.bradley@lhins.on.ca

Telephone: 1-800-461-2919 x5149

Protecting Your Privacy

If you have a concern that requires us to collect your personal information and you would like us to follow up, we will require your written consent and staff will collect your personal information in accordance with the Local Health System Integration Act, 2006 and Freedom of Information and Protection of Privacy Act. If you have any questions about the collection and use of personal health information please contact: neprivacy@lhins.on.ca

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, long-term care homes, and home and community care services.

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