We Want to Hear From You
Thank you for taking the time to submit a concern, complaint, or compliment. One of the core values guiding the work we do is listening to feedback from local residents and patients. Our review, complaint, and compliment process provides patients, guardians, and family members with a means of registering a health care complaint or concern, and feedback on what is working well and what needs to improve to make your health experience better.
Our process guarantees follow-up from one of our qualified team members and helps to identify potential health system issues and areas for improvement. We are committed to responding in a timely manner. All reported complaints will:
- Be received with courtesy and recorded accurately
- Be acted upon promptly and fairly
- Be confidential
Our Patient Relations Office can be directly reached by phone at 519‑883‑5500 extension 5443 (toll-free 1‑888‑883‑3313) or by email at firstname.lastname@example.org. Someone will call you within 24 hours, Monday to Friday, 8:30am‑4:30pm.
Patients, Caregivers, Your Feedback is Important!
Patient Experience Survey
Your feedback matters to us. We strive to provide the highest quality care possible. To help us succeed, we need to hear from you about what we are doing well, and where we could improve.
We reach out to a randomly selected group of clients/patients or caregivers to complete a short, 12‑minute survey about the care clients/patients have received. R.A. Malatest and Associates Ltd. (Malatest) is an independent research company that has been selected to conduct the survey. The survey is available in English and French.
Malatest may contact you either by mail or phone. Your participation is completely voluntary and your responses will not impact any current or future service(s) you may receive. All information gathered in the survey, including personal and personal health information, will be protected, kept secure at all times, and used only as authorized under the Freedom of Information and Protection of Privacy Act and Personal Health Information Protection Act.
If you have any questions or wish to be removed from our survey contact list, please contact Patient Relations at (519) 883 extension 5443.
Thank you for considering this survey. Your feedback will help us continue to improve the care we deliver to clients/patients like you.
Protecting Your Privacy
If you have a concern that requires us to collect your personal information and you would like us to follow up, our 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:
Waterloo Office: 519 883 5500 or 888 883 3313 (toll free)
If you have concerns that relate to services provided or to be provided to someone else and not to you, please contact our Privacy Officer directly for further instructions. If you wish to receive a copy of the Concern, Complaint, Compliment policy, please contact us
Additionally, if you wish to receive any information found on this site in an alternative format for accessibility purposes please email us here.
Contact Information for Local Health Care Providers
Complaint Resolution Contacts
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.
Request Form under the Freedom of Information and Protection of Privacy Act/Municipal Freedom of Information and Protection of Privacy Act - click here
The Patient Ombudsman
is responsible for investigating complaints related to Ontario’s hospitals, long-term care homes and community care access corporations (CCACs). To contact the Patient Ombudsman – click here.
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).
Many health service providers have patient relation departments created to improve care and gather patient feedback. Be sure to connect with the appropriate health service provider’s patient relations department during the complaint process to ensure all parties are aware of any issues.
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. Click here for information.