One of the core values that guides our work across the Champlain LHIN is listening to feedback from patients and families.

The Champlain LHIN Complaint, Compliment, Concern process provides people a way of registering a health care complaint or concern, and feedback on what is working well related to the care they receive.

The process ensures follow-up and helps to identify potential systemic issues.

The Champlain LHIN is committed to resolving or overseeing the resolution of a complaint in a timely manner.

A review process is in place to record and ensure that reported complaints are addressed. All reported complaints will be:

  • Received with courtesy and recorded accurately
  • Acted upon promptly and fairly
  • Confidential and protected.

Guiding Principles for Complaints Management.

Protecting Your Privacy

If you have a concern that requires us to collect your personal information and you would like us to follow up, the Champlain Local Health Integration Network (LHIN) and its 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 need to collect your personal information, your written consent is required. Click here to download the consent form.

If you have any questions about this collection and use of personal information or the consent form, please contact:

  • Jessica Searson
    Community Engagement Coordinator
    jessica.searson@lhins.on.ca
    613.747.3239, or toll-free 1.866.902.5446 x 3239
    Champlain LHIN
    1900 City Park Drive, Suite 204
    Ottawa, ON K1J 1A3

If you have concerns about services provided, or to be provided, to someone else and not to you, please contact Jessica for more instructions.  

There are several ways to contact the Champlain LHIN to file a complaint, compliment, or concern:

  • Phone: 613.747.6784
  • Toll-free: 1.866.902.5446
  • Fax:   613.747.6519
  • In person, at our office:
    1900 City Park Dr, Suite 204
    Ottawa, ON K1J 1A3

When filing a complaint by email, please answer the following questions: 

  • What is the name of the health care organization your concern involves?
  • What is your concern?
  • Who did you speak to at the health care organization? What did they say?
  • What would resolution of this complaint look like to you?

Please also provide your:

  • Name
  • City / town
  • Phone number
  • Permission for the Champlain LHIN to contact you regarding the specific concern.
  • Understanding that the information you provided may be used by the Champlain LHIN to address your specific concern.

Information and Privacy Commissioner of Ontario

Privacy is a fundamental right for all Ontarians. Government organizations that collect personal information must follow the rules set out in theFreedom of Information and Protection of Privacy Act (FIPPA) and the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA). Health information custodians must follow the rules set out under the Personal Health Information Protection Act (PHIPA). To learn more, please click here.

Health Care Consent Act

The Health Care Consent Act is an Ontario law regarding the capacity to consent to treatment.

Long-Term Care Action Line

 The Long-Term Care Action Line can help if:
 We have been unable to resolve your home and community care concern
 You are concerned about the care or service at a long-term care home, or
 You would like assistance from an Independent Complaints Facilitator.

Health Services Appeal and Review Board

The Health Services Appeal and Review Board can help if your concern is related to:
 Your eligibility for service
 The type or amount of services you receive, or
• The discontinuation of your service.

Patient Ombudsman

The Patient Ombudsman can help if you have already sought to have your complaint addressed by the public hospital, long-term care home and/or home and community care services, and you aren’t satisfied with the outcome.

Ontario Ombudsman

The Ontario Ombudsman is responsible for investigating complaints related to public-sector bodies.

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 to learn more (external site: Federation of Health Regulatory Colleges of Ontario).