We’re Here to Support You and Your Loved One
At The Pines, our team is committed to proactively addressing and resolving concerns or complaints in a timely and respectful manner. We follow the principles of customer service, quality improvement, and risk management to ensure the best possible care experience.
When necessary, concerns may be elevated to ensure they are addressed in a way that respects the rights and needs of everyone involved.
Your Feedback Is Important
If you have feedback, questions, concerns, or complaints related to your loved one’s care, we want to hear from you. By working together, we can ensure your loved one receives the highest quality of care, and that you feel supported as a partner in their care journey.
A list of Leaders within the Home is available below to help support you and your loved one.
If Your Concern Remains Unresolved
If we are unable to resolve your concern and you wish to escalate it, you may contact the Ministry of Long-Term Care or the Patient Ombudsman directly.
Long-Term Care Family Support and Action Line
- Toll-Free: 1-866-434-0144
- Hours: 8:30 a.m. – 7:00 p.m., 7 days a week
- Mailing Address:
- Director
- Long-Term Care Inspections Branch
- Long-Term Care Operations Division
- 119 King St. W, 11th Floor
- Hamilton, ON L8P 4Y7
Patient Ombudsman
- Online: Submit a Complaint
- Toll-Free: 1-888-321-0339
- Mailing Address:
- Patient Ombudsman
- Box 130, 77 Wellesley Street West
- Toronto, ON M7A 1N3
We look forward to partnering with you to support your loved one’s well-being and ensure they receive the compassionate care they deserve at The Pines.
