All complaints received by the facility within a fiscal year

Inclusions:  

• Complaints received on and between the first and last day of the fiscal year including non-business days and after hours
• Repeated complaints on the same issue from the same individual or by a different individual on behalf of the same patient/resident are counted as a single complaint
• One complaint may include numerous issues, but will be counted as a single complaint
• Complaints must be documented through the established complaints process to be included
• Oral complaints made in person or by phone call
• Written complaints include those that are made by letter, email, fax, text etc.

For CCAC's:

• Complaints that come to or are recorded by service providers or CCAC staff should be included if the complaint is not immediately resolvable
• Includes complaints made about Community Care Access Centre staff and/or service provider staff

Exclusions:

• The complaint is not documented through the established complaints process
• For example: Complaints that were acknowledged and resolved immediately after the complaint was received (i.e. changing the temperature in a patient's or resident's room)

Per 1000 patients/residents served by the hospital, long-term care home Community Care Access Centre in the fiscal year

Inclusion/Exclusion Criteria:   
Long-Term Care:  

Inclusions:

• Each unique resident that occupies a long-term care bed within the fiscal year (or a portion of the fiscal year) including short-stay residents and residents that died at the long-term care home
• Patients temporarily leaving the long-term care home  

Exclusions: No exclusions  

Hospital Sector:

Inclusions:

• Each unique patient discharged by the hospital in their last location of treatment within the fiscal year (ex: a patient admitted as an inpatient after an ER visit should only be counted once upon discharge from the inpatient unit)
• Patients with any discharge disposition
• Patients readmitted should only be counted once
• Each patient using outpatient clinic services. Multiple patient visits to the outpatient clinics are counted once (e.g. count is per patient not per encounter)  

Exclusions: Patients being seen by hospital-associated family health teams 

Home Care:  

Inclusions:

• Each unique patient receiving services coordinated through a Community Care Access Centre within the fiscal year are counted once: count is per client not per encounter
• Include all services funded and delivered by or on behalf of the Community Care Access Centre, including direct services and contracted services
• Includes any client that has received services from nursing clinics, retirement homes and school services
• CCACs include complaints that have been submitted to action-line within their data for this indicator

 
Exclusions: No exclusions