Ombudsperson

The Toronto Community Care Access Centre has appointed an Ombudsperson for the organization.

In appointing an external Ombudsperson, someone not on staff, the Toronto Community Care Access Centre hopes that clients will feel more comfortable voicing any concerns they may have. This concept has been reinforced by our communications with CareWatch, as many Community Care Access Centre clients contact that organization because it is seen as a confidential and independent source of support. We have concerns that our clients may not choose to discuss concerns with us about services they receive because they feel there may be negative repercussions - even though we tell them this is not the case.

The role of Ombudsperson includes:

• Investigating client concerns and complaints about services provided and providing recommendations for resolution
• Mediating disputes between clients, caregivers, our staff and/or service providers
• Assisting staff to identify and develop innovative approaches to support clients and caregivers
• Acting as a resource to staff dealing with difficult client situations

We feel that the external Ombudsperson is a key step toward increasing our public accountability.

The Ombudsperson can be contacted by calling 416-217-3828.