Toronto Paramedic Services is proud of the quality of our patient care and the services we provide. In order to achieve and enforce the highest standards possible, we employ a Professional Standards Unit. This unit allows our customers and allied agencies to contact us directly about the delivery of ambulance service. This is facilitated, in part, by our Health and Legislative Records Unit which gathers and stores health care records generated daily by Toronto Paramedic Services paramedics and dispatchers, as mandated by the Ontario Ministry of Health and Long-Term Care.
The Professional Standards Unit responds to customer complaints and inquiries in a timely manner ensuring a thorough review of all cases and overseeing the resolution process to the satisfaction of the customer, wherever possible. Each year, we process an estimated 300 complaints; less than half result in substantiated concerns.
Our document retrieval service responds yearly to approximately 2,500 requests for information completed by our paramedics and dispatchers. In addition, we release an average of 700 Ambulance Call Reports and Dispatch Forms, with appropriate patient authorization, to members of the public seeking this documentation.
If you have recently received services from us, please take our Customer Satisfaction Survey.
To provide us with comments specific to your incident, please contact us using one of the options below.
We want to ensure that everyone who receives service from Toronto Paramedic Services has an opportunity to provide feedback. This will help us to monitor our performance, to know how well we are doing and to take any necessary steps to improve our customer service and patient experience.
Here are some other ways to let us know how you feel:
If you are making a compliment, providing feedback, making an inquiry or lodging a complaint, please ensure to provide the information listed below:
If we determine that your issue is not within the jurisdiction of Toronto Paramedic Services, your concern will be immediately forwarded to the appropriate division, whenever possible. You will be notified to whom your issue was redirected.
If you are not satisfied with how your issue was handled you may:
Toronto Paramedic Services collects your personal information under authority of the City of Toronto Act, 2006, s. 136(c) and the City of Toronto Municipal Code, Chapter 169, Article I, ss. 169-1, 169-2, and 169-4. The information you provide will be used to review, investigate and respond to concerns you have identified. Questions about this collection can be directed to the Commander, Professional Standards Unit at Toronto Paramedic Services, 4330 Dufferin Street, Toronto, ON M3H 5R9 or by telephone at 416-392-2222.