Welcome to the Ombudsperson Web site at Baycrest

The purpose of this site is to:

Help you understand the role of the Ombudsperson at Baycrest, and
Explain how and when the Ombudsperson can be of assistance to Baycrest community members, and when the Ombudsperson is not able to help

For many issues and concerns, there are a number of resources available to Baycrest community members when pursuing resolution of an issue (e.g. Nurse Managers or Program Directors), and it is the practice of the Ombudsperson to initiate inquiries if or when individuals have been ‘blocked’ at any point of their pursuit to resolve a care or service-related issue.

The Ombudsperson:

Is an impartial advocate for equity and fairness.
Is independent and accountable only to the President & CEO
Ensures all matters are confidential.
Can make informal recommendations for change to policy, administrative rules and procedures as appropriate.

Who is The Ombudsperson At Baycrest?

Mary Ward is the Ombudsperson for Baycrest.

Mary Ward joined Baycrest in November 2006. Reporting directly to the president and CEO, Ward will investigate complaints from clients and family members in an impartial fashion and facilitate resolution. Her new position replaces the former function of client representative at Baycrest.

Who Is Eligible?

Anyone who receives or is representing someone who is receiving care or service from Baycrest is eligible to engage the services of the Ombudsperson.
This includes:

Residents
In-patients
Out-patients
Clinic patients
Day program participants
Client research participants

When situations remain unresolved through other Baycrest channels, the Ombudsperson can help by providing impartial, confidential advice and assistance. The Ombudsperson has unrestricted access to all Baycrest authorities and is independent of all existing administrative structures of Baycrest. This office does not maintain official institutional records.

For an in-depth explanation of the Ombudsperson position please refer to the ‘Terms of Reference’

The Ombudsperson Can Help ...

The Ombudsperson considers concerns and complaints under the following circumstances:

when clients have been unable to resolve concerns through the usual process
when clients have encountered unreasonable delays in consideration of their concerns through the usual process
when clients are unable, because of other factors that are reasonable in the circumstances, to determine or follow the usual processes.

The Ombudsperson Cannot Help ...

The Ombudsperson will not consider concerns and complaints:

if there is a way they can be resolved within other Baycrest offices
that are before the courts of law or are pending at or before any administrative tribunal outside Baycrest.

The Ombudsperson will not consider complaints that are in the process of being dealt with through established processes unless there are:

situations of unreasonable delay
situations where, given special circumstances, additional assistance is necessary

Make An Appointment

The Ombudsperson will begin an investigation if all other avenues at Baycrest have been exhausted.

An appointment is required in order to discuss your complaint or concern in detail.

Call us at 416.785.2500 ext. 2919
Send an e-mail to ombudsperson@baycrest.org
Fax a copy of your written concern to 416.785.4298
Mail your written concern

Please be sure to include your contact information.

The office is open Mon. to Fri. from 9:00 a.m. until 5:00 p.m. and consists of two staff members.