Patient & Public Help Centre

CPSO’s Patient and Public Help Centre (PPHC) helps the public with questions or concerns about their health care experience. We focus on non-clinical concerns about physicians or physician assistants, such as office practices, communication, or accessing medical records. We can also provide you with guidance about the health-care system and direct you to which organization may be best suited to help you.

Interpretation services are available in 240 languages to help ensure clear communication.

Patient and Public Help Centre
Phone: 416-967-2603
Tollfree: 1-800-268-7096, ext. 603
Hours: Monday to Friday, 8 a.m. to 5 p.m.

How We Can Help

Navigating the Health System

Can CPSO help me find a new doctor?

We share suggestions for finding a new doctor on our Resources for Finding a New Doctor page, including referring you to the Ontario Ministry of Health’s Health Care Connect service. We do not place patients with doctors.

Can CPSO share information about how physicians accept new patients?

We can share information and answer questions about our Accepting New Patients policy, which states that physicians are not permitted to unfairly screen patients based on any of the prohibited grounds of discrimination under the Ontario Human Rights Code or because a patient has high, complex, or chronic health-care needs, for example.

However, physicians may establish criteria for accepting new patients, which must be: directly relevant to the physician’s clinical competence, scope of practice, and/or focused practice area; fair and promote equitable access to health-care services; and clearly communicated to patients seeking care.

Can CPSO help with a concern about care received in a hospital or long-term care home?

We encourage you to contact the Patient Ombudsman for concerns about care provided by hospitals and long-term care homes. As we only oversee physicians and physician assistants, we are unable to address the care or conduct of nurses, personal support workers, pharmacists or other health-care professionals.

Physician Practice Management

For concerns about physician practice management, patients are encouraged to first speak directly with their physician or office/clinic manager. If you are unable to resolve the issue, please contact us at 416-967-2603 or Toll free at 1-800 268 7096, ext. 603.

Can CPSO help with concerns about my doctor's office management?

We may be able to assist with your concerns, including difficulty booking appointments, unanswered phone calls, unreturned messages or outdated physician contact information.

Can CPSO help me if my doctor terminated me from their practice, or closed their practice without notifying me?

We can share information and answer questions relating to our Ending the Physician-Patient Relationship and Closing a Medical Practice policies, which physicians are expected to follow. Physicians may need to close their practices or end physician-patient relationships for a variety of reasons.

Can CPSO help if I'm having an issue with my medical record?

We can share information and answer questions relating to our Medical Records Documentation policy. In some instances, we can provide support if there is a delay of more than 30 days in receiving your record.

Can CPSO help explain why my doctor’s office is charging me for some services?

We can share information and answer questions relating to our Uninsured Services: Billing and Block Fees policy. Physicians may charge for certain services not covered by OHIP.

What We Can’t Help With

Can CPSO intervene in my care?

We are unable to intervene in patient care decisions, including prescribing medications, providing specific treatments, or facilitating referrals. Physicians and physician assistants are expected to use their professional judgment when managing care.

Can CPSO intervene with my insurance company or award financial damages?

We are unable to assist with these issues. Please use your insurer’s appeals process or seek independent legal advice. Note: A doctor conducting an independent medical exam is not providing you with care.

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's 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.