The annual report features “spotlight” issues where either the volume of complaints or their nature require a particular focus.

https://www.patientombudsman.ca/year-nine/

Women’s health/OB-GYN care

168 complaints were received, an increase of 29% over 23/24.  Themes included access to appropriate and timely care, the feeling that patient concerns were not being heard or fully acknowledged.

Recent research has highlighted that women’s health care experiences have been marked by a lack of empathy and, in some severe instances, have caused major health complications or severe emotional distress.

The importance of trauma-informed approaches has been identified as a key way of providing patient-centred and compassionate care,

Hospital emergency departments

445 complaints an increase of 40% since 21/22.  Key themes were quality of care, wait times and a lack of sensitivity, caring, courtesy and respect.  It is likely that many of the complaints have their roots in overcrowding and emergency departments are simply unable to meet patient needs in a timely fashion.

Many studies have highlighted the importance of compassionate communication in patients’ satisfaction with their care in emergency departments. They further suggest that providing information, including information about likely wait times and updates while waiting, has a positive impact on patient experiences

Overcrowding also has a negative impact on health care providers who work in emergency departments. Workplace violence, staffing shortages, emotional and moral distress and missed learning opportunities can lead to issues with staff retention, burnout and compassion fatigue.

Coordinated, planned discharge from hospitals

Discharges and transitions accounted for 13% of hospital complaints, 13% of home and community care complaints and 6% of LTC complaints.  There are many moving parts in these transitions.  Hospitals have their needs concerning flow and access for admissions, there are extensive LTC waitlists, both from hospital and from home and then there are the desires of patients to remain in their own homes and the feelings of family members that those arrangements might be too unsafe.

Another consistent theme concerned billing and co-payments.

 Patient Ombudsman recommended the hospitals be consistent when implementing these policies and improve communication to patients and families about fees.

Use of force and restraints

One issue concerned LTC homes refusing admission to a patient with a history of responsive behaviors.  As the ombudsman put it, there is no authority to override the LTC homes’ assessment of the challenges in caring for this patient.  Ontario health atHome is “continuing to work with the LTC homes and the patient…”  This simply leaves the patient in hospital awaiting placement.

The use of restraints is covered in the Patient Restraints Minimization Act, https://www.ontario.ca/laws/statute/s01016   and the Fixing Long Term Care Act.  https://www.ontario.ca/laws/statute/21f39