Toronto Paramedic Services (TPS) is proud of the quality of our patient care and the services we provide. In order to achieve and to enforce the highest standards possible, we employ the Professional Standards Unit (PSU). PSU works to ensure the adherence to policies, procedures, and to provide quality assurance oversight with the goal of striving for excellence in the pre-hospital patient care environment. We receive compliments, feedback and complaints in order to provide our staff with appropriate education and to promote well-being and reinforce quality improvement. Your comments and suggestions help us enhance our service delivery model.
Unfortunately, due to the Personal Health Information Protection Act (PHIPA) Toronto Paramedic Services is unable to provide any details of where your family/friend was transported. For more information on PHIPA, please visit the website at Personal Health Information Protection Act, 2004, S.O. 2004, c. 3, Sched. A | ontario.ca
If it is believed that you may have lost an item while under the care of the paramedics or during transportation to hospital, please contact the professional Standards Unit at 416-392-2222 or paramedics@toronto.ca. Please ensure that you have the date and time of the call as well as a detailed description of the lost item. If the item is found, a staff member from Toronto Paramedic Services will contact you to make arrangements to return the lost item. Please note, that all items found will be held for 90 days and if unclaimed will be donated to charity.
Office hours: Mon-Fri 8:00 AM to 4:00 PM
A complaint is a statement that a situation is unsatisfactory or unacceptable and involves one or more staff member(s) of Toronto Paramedic Services who have failed to act in a way consistent with legislative acts or internal policies.
Complaints help identify areas of concern in the delivery of services provided and assists with the development and improvement in the quality of patient care.
NOTE: The City of Toronto does not condone discrimination or harassment and as such, complaints involving profanity, rude or inappropriate language/conduct will not be tolerated.
A PSU superintendent will contact you within 2 business days of receiving the complaint. This will be an opportunity for them to gather more pertinent information, to answer any questions you might have, and to attempt to resolve the issue. If after speaking with the superintendent, your complaint has still not been resolved, then a thorough investigation will be conducted.
You will have the option as to whether you would like to maintain contact with the lead investigator during the investigative process.
Investigations are conducted to determine whether appropriate policies, procedures and regulations were adhered to. However, if you are not satisfied with how your issue was handled, please address these concerns with the TPS Lead Investigator. If still unsatisfied, you may escalate your concern(s) to any of the following resources below:
Comments are a verbal or written remark expressing an opinion, reaction, or suggestion about a service/program/staff member.
Your comments and suggestions help us enhance our service delivery model.
Please do not hesitate to provide your comments or recommend a change to improve our service.
A compliment is an expression of praise or gratitude for a positive encounter you experienced from a staff member or staff members of Toronto Paramedic Services.
Compliments received reinforce positive behaviour and improves morale and overall well-being. This can be used to encourage others to adopt best practices in the delivery of high quality out-of-hospital patient care.
By leaving a compliment, you are contributing to the process of quality improvement.
When we receive compliments, they will be forwarded to the appropriate management staff member and shared with the respective TPS staff member.
If a valid email address is provided, you will receive a notification that the compliment has been delivered.