Details
Complaints acknowledged in a timely manner
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Collecting patient feedback, complaints and concerns can be a valuable source of insight and allows health care organizations to track and identify key trends and opportunities for improvement in care.
Click here to visit Health Quality Ontario's Indicator Library to view how to measure acknowledging complaints in a timely manner in hospitals.
Key resources
Change Ideas
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- Use Ontario Health's quality standards as a guide to care delivery so that everyone is on the same page about the care patients should receive
- Gather feedback on how well the current process is working. Review data relative to days between receipt and acknowledgement and review client and family feedback to determine opportunities for improvement.
- Create a system to track when a complaint is received and when it is acknowledged
- Create a routinized process to flag senior leadership when a complaint is received
- Educate staff on how to manage complaints when expressed and how to mediate situations on the spot
- Provide customer service training and communication skills training such as difficult conversations
- Use Health Quality Ontario’s Quality Standards so that what quality care looks like is understood by all
Health Quality Ontario's Quality Standards
Last Updated: August 26, 2026
