BackOntario’s Patient Ombudsman has released its annual report for 2024/25, which details how complaints can be a rich source of insight for health care providers, organizations and the health system at large to improve Ontarians’ health care experiences.
As the office continues to see increasing numbers of complaints year over year, this report highlights how Patient Ombudsman has integrated trauma-informed approaches into its resolution and investigation work, and how these approaches can help address complaint issues.
In addition to resolving more than 4,800 complaints, last year Patient Ombudsman completed six investigations resulting in more than 40 recommendations to health care organizations. This annual report also provides status updates on recommendations made from 2018 onward.
Through spotlight issues, the report touches on pressing concerns, including issues with coordinated, planned discharge from hospital; the use of force and restraints to respond to challenging behaviour; and revisits past issues related to emergency departments and obstetrical and gynecological complaints.
By the numbers:
- In 2024/25, Patient Ombudsman received 4,886 new complaints;
- resolved 4,863 complaints; and
- completed six investigations, resulting in more than 40 recommendations to health care organizations.
“Complaints provide us with unique insights into what isn’t working in health care. Using these insights, health care providers and organizations can identify opportunities where meaningful improvements can be made to patient, resident and caregiver experiences. That’s why it’s so important that the complaint process be accessible to everyone.”
– Craig Thompson, Patient Ombudsman
Kindly click here to access the annual report.
Source: Patient Ombudsman Ontario, Canada
