Toronto Emergency Medical Services takes the quality of our patient care extremely seriously.
In order to achieve and enforce the highest standards possible, we employ a
Professional Standards Unit. This unit provides access for our customers’ and allied agencies’ inquiries regarding 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 EMS paramedics, as mandated by the Ontario Ministry of Health.
The Professional Standards Unit responds to customer complaints 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, of which just less than half are deemed substantiated concerns.
Our document retrieval service responds yearly to approximately 2,500 requests for some of the information completed by our providers. 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.
Our audio tape analysis technician provides in excess of 500 tapes and transcripts annually to both internal and external agencies, and our ability to provide this service has been enhanced with a state of the art recording system which was installed in the fall of 1996.
Due to the nature of our business, the Professional Standards Unit liaises with the Ontario Coroner’s Office regarding occurrences where an inquest may result. Often our role in these situations provides a continuity of the time line in the sequence of events of tragic circumstances. Furthermore, we clarify operational policies and procedures and provide additional information where necessary. This is an essential part of ensuring the continued well being of the community we support.
Confidential comments regarding service delivery can be sent to the Professional Standards Unit.
To register a comment, please download the PDF form below, print it, fill it out, and mail it to the Professional Standards Unit at the address provided in the form.
Or you may also contact us by telephone 24 hours a day, 7 days a week at 416-392-2222. If you are calling after hours, or if no one is available to take your call, please leave a message. We will require the following information:
Your name.
A telephone number where you can be reached during business hours.
A brief outline of your comment.
Someone from the Professional Standards office will call you back during business hours.
