1. Patient Ombudsman

2. History of the Patient Ombudsman
2010
Excellent Care for All Act
December 2015
Christine Elliott appointed as first Patient Ombudsman
July 2016
The Patient Ombudsman’s office opens
July 2017
One full year of operations July to July and almost 2,000 complaints received
2018
Strategic plan Jan/Feb
2014
Bill 8, the Public Sector and MPP Accountability and Transparency Act amends the Excellent Care for All Act to create the role of the Patient Ombudsman 
Spring 2016
Consultations across Ontario
September 2016
More than complaints received
2017
First annual report
Patient Ombudsman •
April

3. 14 LHINs home and community service
Who we oversee
630
long-term care homes
146
public hospitals
14 LHINs home and community service
Patient Ombudsman •
April

4. Fearless
about Change
Patient Ombudsman •
April

5. We received almost
2,000
complaints
Of these, 553 were written complaints
We always seek to resolve complaints informally first before they go into formal investigations. Resolutions are the lion share of our work and represent the most frequent results.
Patient Ombudsman •
April

6. How we work to make every experience matter
Intake and Triage
Listening and Guiding
Early Resolution
Finding Creative Solutions
Investigation
Finding the Facts, Fairly
Own Motions
Influencing Positive Change
Within our jurisdiction
75% of the written complaints we received in our first year were resolved in the early resolution phase.
More complex complaints can take more time
Over time, deeper trends and patterns emerge
Premature
complaints
Out of our jurisdiction
Year 1
Year 2
Year 3
Patient Ombudsman •

7. Written complaints by type of health sector organizations
Patient Ombudsman •
April

8. Of the complaints we received, many focused on these issues:
Top 3 complaints about:
Of the complaints we received, many focused on these issues:
Inappropriate discharge
Lack of communication
Policies/procedures
Access to care and services
Poor care
Attitude and behaviour
Inadequate patient relations process
Patient safety
Competency of staff
Lack of consent
Patient Ombudsman •
April

9. Top 10 written complaints about home and community care
Patient Ombudsman •
April

10. Moving forward into year two and beyond
Patient Ombudsman •
April

11. Stakeholder feedback – Patients and caregivers
Patient Ombudsman •
April

12. Stakeholder feedback – Healthcare system stakeholders
Patient Ombudsman •
April

13. Stakeholder feedback – Patient Ombudsman’s team
April

15. Questions
Patient Ombudsman •
April