Data from Patient Ombudsman’s 2022/23 Annual Report shows a 33% increase in complaints over the previous year and a significant growth in complaints about issues outside of Patient Ombudsman’s jurisdiction, most notably about primary care.
“The growing number of complaints to our office that fall outside of our jurisdiction is a troubling trend and highlights the gaps in complaint processes across Ontario’s health care system,” said Patient Ombudsman Craig Thompson.
In addition to providing an overview of complaints data, the report shares patient stories on important issues such as changes to the long-term care placement process and complaints about billing for ambulance and medical transportation. The report also provides an update on two issues examined in previous reports: concerns related to hospital emergency departments and the continuity and stability of home care services.
According to the report, Patient Ombudsman received 4,388 total complaints in 2022/23 and 37% of complaints involved concerns about service and organizations outside of its jurisdiction – more than the number of complaints about long-term care and home and community care combined.
Non-jurisdictional complaints were focused largely on experiences with primary care, including difficulties accessing walk-in clinics, lack of access to a physician, issues booking appointments or delays with care.
Patient Ombudsman’s role is to help resolve complaints from patients, residents and caregivers about their experiences in Ontario’s public hospitals, long-term care homes, home care services, and community surgical and diagnostic centres.
