The Scarborough Hospital is committed to dealing with patient complaints in a fair and timely manner. If your complaint pertains to an inpatient situation, you may wish to speak to the Patient Care Manager about your concerns. Or, you can contact our Patient Relations facilitators using our online Patient Feedback Form, or by telephone:

Birchmount campus: 416-495-2701 ext. 5424

General campus: 416-495-2701 ext. 6433 or 6140

What happens when you make a complaint?

1. E-mail and telephone calls will be acknowledged within 1-2 business days.

 

2. Letters will be acknowledged within 5 business days.

 

3. If the person complaining is not the patient, we must get consent from the patient to discuss their case. In situations involving those incapable of giving consent, consent to release information must be obtained from the appropriate person. 

 

4. We investigate the case based on the information provided. Investigation may include some or all of the following: 
   • Contacting the care providers who were involved in providing care
   • Contacting managers, department chiefs or other supervisors 
   • Reviewing the medical chart of the patient
   • Contacting other relevant departments, i.e finance, dietary, facilities, diagnostic imaging etc.

 

5. We will contact you with the results of our investigation as soon as possible. We strive to resolve complaints within 15 working days. Some complex matters may take longer than 15 days to resolve, however we will provide you with regular updates regarding the investigation and the status of your complaint.