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Ombudsperson

This person is employed by Baycrest to help residents and families communicate or resolve any problem that has not been resolved to their satisfaction through discussion with care team members. You can reach the Ombudsperson at 416-785-2500 ext. 2919.

The Ombudsperson offers advice and assistance with complaints unresolved through other regular Baycrest channels.

Ombuds are:

• Confidential - all matters are dealt with in strict confidence unless individuals approve otherwise;
• Impartial - advocates for equity (trying to see an issue from the perspective of all the players involved) and fairness, including fair process, rather than advocates for any person or party;
• Independent – from existing administrative structures and accountable only president and CEO
• Informal - have no authority to make decisions or to replace existing institutional policies/administrative rules/procedures and maintain no official institutional records

Ombuds can help by:

• Providing neutral confidential advice
• Identifying and explaining relevant institutional policies and procedures
• Expediting “red tape” tangles
• Helping to analyze the problem and define options
• Referring individuals to the appropriate offices where means exist for the resolution of complaints and queries and encouraging them to consult those resources as their first steps in resolving their own concerns
• Investigating and or reconciling disputes if individuals are somehow ‘blocked’ at any point in their pursuit of resolution

Ombuds cannot help:

• if the complaint or grievance is covered by a collective agreement
• if individuals have not yet consulted other appropriate avenues for resolution

Ombuds make periodic reports on their offices’ activities and on any trends and patterns emerging from the queries, concerns and complaints brought to their attention and from any resulting investigations. Ombuds may comment on and make recommendations for change in institutional policy, process and procedure.

For more information, please visit the Baycrest Ombudsperson website >

 

 

 

Communicating Your Needs

• Voicing Your Opinions
• Residents’ Advisory Council
• Family Floor Groups
• Family Advisory Council
• Suggestion Boxes/Speak Your Mind Forms
• Ombudsperson
• Other Options