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Patient & Public Help Centre

Do you have a question or concern about an Ontario physician? Get in touch.

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CPSO’s Patient and Public Help Centre (PPHC) is here to advise the public about a variety of issues regarding their health care experience. Our primary role is to assist with non-clinical concerns about a treating physician, such as poor office management, communication concerns or accessing medical records. PPHC can also provide guidance about the health care system as a whole and which organization is best suited to assist.

With the support of an audio interpretation service, patients calling CPSO can connect with an interpreter in one of 240 languages. The interpreter can facilitate communication, and ensure any questions or concerns are accurately presented.

You may contact the Patient and Public Help Centre by calling 416-967-2603 or toll-free at 1-800-268-7096, ext. 603. Advisors are available Monday to Friday, 8 a.m. – 5 p.m.

How We Can (and Cannot) Help

The following are examples of how the Patient and Public Help Centre can and cannot assist you:

Test Message 5

I need help finding a new family doctor

I have concerns about care received in a hospital or long-term care home.

I disagree with the medical report sent to my insurance company.

I do not agree with the information in my medical record.

I am concerned about my doctor’s office’s management.

My doctor terminated me from their practice.

The doctor’s office delayed giving me my medical records or report.

The staff in my doctor’s office are dismissive or rude.

I am unable to get a new referral or the specialist wants another referral to see them again.

My doctor was unprofessional in their behaviour or language.

My doctor is charging for some services.

My doctor closed their practice without notifying me.

I would like CPSO to intervene in my care.

I would like to be awarded financial damages.

Can a family doctor screen me before choosing to accept me as a new patient?

Other resources you can reach out to:

  • Patient experience representative at the hospital where you or your loved one received care.
  • Family Health Team administration where your physician practices
  • Ontario Patient Ombudsman role is to respond to and help resolve complaints from current or former patients or their caregivers about their care or experiences with public hospitals, long-term care homes, and home and community care support service organizations.

Code of conduct

We are committed to communicating with you in a respectful, professional and civil manner. We expect the same courtesy from you.

We understand that your circumstances may be stressful. However, we will not accept abusive behaviour towards our staff, including threats, vexatious or intimidating conduct, sexual harassment, yelling or screaming, or obscene, racist or discriminatory statements.

The law requires the CPSO to protect its staff from abusive behaviour. Repeated conduct of this kind may result in the CPSO communicating with you only in writing or otherwise restricting future communications with you.