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Lessons for the Long Term

O N TA R I O Lessons for the Long Term Investigation into the Ministry of Long-Term Care’s oversight of long-term care homes through inspection and enforcement during the COVID-19 pandemic OMBUDSMAN REPORT PAUL DUBÉ, OMBUDSMAN OF ONTARIO SEPTEMBER 2023 O N TA R I O 1-800-263-1830 …
Investigation into the Ministry of Long-Term Care’s oversight of long-term care homes through inspection and enforcement during the COVID-19 pandemic.
/en/our-work/investigations/lessons-long-term

Apply, return, repeat

A mother contacted us in frustration after waiting several months for her son’s name change to be processed. She had already submitted a notarized application on his behalf twice, seeking to change the name on his birth certificate to reflect his gender identity. When the second submission was …
A mother contacted us in frustration after waiting several months for her son’s name change to be processed.
/en/our-work/case-stories/apply-return-repeat

Delay of name

A mother complained to us about delays in obtaining long-form birth certificates for her two university-aged children, who needed the documents to apply for post-secondary education funding. Our inquiries with the Registrar General’s office revealed that the documents were stalled in its system …
A mother complained to us about delays in obtaining long-form birth certificates for her two university-aged children, who needed the documents to apply for post-secondary education funding.
/en/our-work/case-stories/delay-name

Tell us more

A man contacted us on behalf of his father, who was immunocompromised and receiving cancer treatments. He had applied to the Exceptional Access Program for funding for a drug necessary for managing the elder man’s conditions – which the EAP had approved for him before. He complained that EAP staff …
A man contacted us on behalf of his father, who was immunocompromised and receiving cancer treatments.
/en/our-work/case-stories/tell-us-more

Deductible decision

A man contacted our Office after trying unsuccessfully to have his Trillium Drug Program deductible increased. He had requested a reassessment, but the amount was still inconsistent with the program guide’s formula. He was also having trouble getting reimbursed for his wife’s kidney transplant …
A man contacted our Office after trying unsuccessfully to have his Trillium Drug Program deductible increased.
/en/our-work/case-stories/deductible-decision

Form fix

We heard from a man who was still waiting for his semi-annual grant for ostomy supplies from the Ministry’s Assistive Devices Program. We spoke with Ministry staff and learned that they were waiting on a form from him. We arranged with staff from his doctor’s office to send the form to the Ministry …
We heard from a man who was still waiting for his semi-annual grant for ostomy supplies from the Ministry’s Assistive Devices Program.
/en/our-work/case-stories/form-fix

Helping displaced Ukrainians obtain driver's licences

One man from a city in Ukraine that had been evacuated told us the Ministry of Transportation would not validate his Ukrainian licence and driving experience without a letter from the Ukrainian government – something he felt would not be feasible due to the war. He was told the letter was required …
As large numbers of Ukrainians have sought refuge in Ontario in the wake of Russia’s invasion of their country, Ontario has made efforts to help them settle. However, we recently heard of some having difficulty in obtaining driver’s licences.
/en/our-work/case-stories/helping-displaced-ukrainians-obtain-drivers-licences

Long-term loan

A man with ALS complained that when he moved into a long-term care home in 2017 due to his deteriorating condition, he become ineligible for the ventilator that he had been provided through the province’s Ventilator Equipment Pool program. Our staff confirmed with Ministry of Health and program …
A man with ALS complained that when he moved into a long-term care home in 2017 due to his deteriorating condition, he become ineligible for the ventilator that he had been provided through the province’s Ventilator Equipment Pool program.
/en/our-work/case-stories/long-term-loan

Bad form

A father whose child was born through a surrogate mother complained to us after the Registrar General asked him to resubmit the paperwork for registering the birth, and include an additional form swearing that his statements were true. He complained that this additional requirement was …
A father whose child was born through a surrogate mother complained to us after the Registrar General asked him to resubmit the paperwork for registering the birth, and include an additional form swearing that his statements were true.
/en/our-work/case-stories/bad-form

Double time

A man complained to us about long delays in getting ServiceOntario and the Registrar General to correct a name error on his mother’s death certificate. Our inquiries revealed that the Registrar General routinely processed a person’s Statement of Death form separately from their Medical Certificate …
A man complained to us about long delays in getting ServiceOntario and the Registrar General to correct a name error on his mother’s death certificate.
/en/our-work/case-stories/double-time

Checked and re-chequed

A woman contacted us after she missed several cheques from the province’s Assistive Devices Program (ADP), which she required to cover the cost of ostomy supplies. She explained that she had changed addresses several times. Our staff contacted ADP officials, who determined that two of the woman’s …
A woman contacted us after she missed several cheques from the province’s Assistive Devices Program (ADP), which she required to cover the cost of ostomy supplies.
/en/our-work/case-stories/checked-and-re-chequed

Information, please

A woman who has several health issues and relies on Ontario Disability Support Program benefits complained to us that her request for coverage of her medications had been denied by the Ontario Drug Benefit program. She relied on food banks to eat so that she could purchase her medications as …
A woman who has several health issues and relies on Ontario Disability Support Program benefits complained to us that her request for coverage of her medications had been denied by the Ontario Drug Benefit program.
/en/our-work/case-stories/information-please

Healthy extension

A woman who had lived in Canada for 76 years sought our help when she attempted to renew her health card and discovered she did not have Canadian citizenship. She feared this would affect her health coverage, as she was told she would have to apply for a passport in her birth country and then apply …
A woman who had lived in Canada for 76 years sought our help when she attempted to renew her health card and discovered she did not have Canadian citizenship.
/en/our-work/case-stories/healthy-extension

Keep on truckin’

A truck driver who crosses the Canada-U.S. border weekly as an essential worker complained to us that a ServiceOntario location would not let him in and demanded he self-isolate for 14 days because he had recently crossed the border. Our staff discovered that ServiceOntario had a COVID-19 screening …
A truck driver who crosses the Canada-U.S. border weekly as an essential worker complained to us that a ServiceOntario location would not let him in and demanded he self-isolate for 14 days because he had recently crossed the border.
/en/our-work/case-stories/keep-truckin

At your service

A small business owner reached out to us after he was unable to update the information attached to his business licence through ServiceOntario, despite several attempts. He also told us that he had received poor customer service while seeking assistance. We contacted the Ministry of Government and …
A small business owner reached out to us after he was unable to update the information attached to his business licence through ServiceOntario, despite several attempts.
/en/our-work/case-stories/your-service

Proven parenthood

A father whose wife died in childbirth sought our help in obtaining a birth certificate and Social Insurance Number for the new baby, which he needed in order to claim survivor benefits. Registrar General officials told him one of the forms he had filled out was invalid, and he would have to …
A father whose wife died in childbirth sought our help in obtaining a birth certificate and Social Insurance Number for the new baby, which he needed in order to claim survivor benefits.
/en/our-work/case-stories/proven-parenthood

Post-mortem correction

A woman sought our help in getting the Registrar General to help her correct an error she made on her mother’s death certificate. When we inquired about the delay in processing her request, we discovered that staff there had misspelled her name on the file. Both errors were addressed, and she was …
A woman sought our help in getting the Registrar General to help her correct an error she made on her mother’s death certificate.
/en/our-work/case-stories/post-mortem-correction

Starting anew

A man complained to us after trying for years to resolve a name discrepancy with ServiceOntario. Our inquiries with the Ministry of Transportation, ServiceOntario and the Registrar General revealed that ServiceOntario had processed his request to change his name on his driver’s licence. However, he …
A man complained to us after trying for years to resolve a name discrepancy with ServiceOntario.
/en/our-work/case-stories/starting-anew

Wrongly charged

A patient contacted us after being told by their physician that a non-cosmetic dermatological treatment was not covered by OHIP, and could only be provided if the patient paid. We made inquiries with the Ministry, and confirmed that the treatment was in fact covered. The Ministry asked that the …
A patient contacted us after being told by their physician that a non-cosmetic dermatological treatment was not covered by OHIP, and could only be provided if the patient paid.
/en/our-work/case-stories/wrongly-charged

Insured in time

A cancer patient who had appealed OHIP’s decision to deny him coverage complained to us when he did not receive a response within the Ministry of Health’s posted deadline. He had been living overseas for several years and OHIP had denied him coverage because he lacked proof of residency in Ontario. …
A cancer patient who had appealed OHIP’s decision to deny him coverage complained to us when he did not receive a response within the Ministry of Health’s posted deadline.
/en/our-work/case-stories/insured-time