Complaint Resolution Process

The Scarborough Hospital (TSH) is committed to working with our patients to resolve complaints in a fair and timely manner. If your complaint is regarding an inpatient situation, you may wish to speak to the Patient Care Manager about your concerns. Or, you are welcome to contact our Patient Relations Facilitators at any time by using our online Patient Feedback Form, by telephone or you can walk-in (please note, appointments are preferred for walk-ins).

Birchmount campus, 1st Floor, Administration
Susan
3030 Birchmount Rd.
Scarborough, ON M1W 3W3
416-495-2701, ext. 5424

General campus, 1st Floor, Central Wing
Janice
3050 Lawrence Ave. E.
Scarborough, ON M1P 2V5
416-495-2701, ext. 6140

1. We will respond to email and telephone calls within one to two business days.
2. Letters will be acknowledged within five business days.
3. If the complaint comes from someone other than the patient, we must receive consent from the patient to discuss their case. In situations involving individuals who are not able to consent, consent to release information must be obtained from the substitute decision-maker or 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
   • Contacting managers, department chiefs or other supervisors
   • Reviewing the patient’s medical chart
   • Contacting other relevant departments, i.e. finance, dietary, facilities, diagnostic imaging, etc.
5. Patient Relations will communicate the results of the investigation as soon as possible. The goal is to resolve complaints within 15 working days.  Some complex matters may take longer than 15 days to resolve, however complainants will be provided with regular updates regarding the investigation and the status of the complaint.