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A Message to Our Patients and Families From Ontario Health atHome

As Board Chair and Interim CEO of Ontario Health atHome, we thank the Patient Ombudsman for his report (opens in a new tab) and recommendations addressing disruptions to medical supplies for home care patients following new processes launched in fall 2024.

In light of these disruptions, we offer a heartfelt apology to the patients, families and caregivers who were impacted by these changes. We deeply regret any distress or suffering endured by you, your loved ones, and your care providers who were unable to help you as they wanted to without the necessary supplies. Patient care remains at the heart of Ontario Health atHome’s mission, and the safety, well-being and dignity of the patients we serve is always our top priority. In this circumstance, we did not meet our commitment to high quality patient care.

Over the past year, Ontario Health atHome has conducted a comprehensive review of our medical equipment and supply processes and vendor changes and the impacts on home care patients.  Based on these findings, we have implemented key improvements to strengthen oversight, streamline processes and build a more responsive and resilient medical equipment and supply system that prioritizes patient care.

While we can now report stable medical supplies stock levels and improved vendor performance, we recognize that too many patients and families experienced unacceptable service gaps, including delays and non-delivery of items that were necessary for their health care.

Ontario Health atHome remains fully committed to learning from this experience and to continually improving so that the patients we serve receive the high-quality home and community care they need and deserve.

Our medical equipment and supply vendors remain essential partners in delivering safe, effective home care, and we will continue working closely with them to ensure that patients receive the timely access to medical equipment and supplies they need.

Each day, our dedicated team serves thousands of patients across the province, and we remain deeply honoured and committed to support your health care.

Ontario Health atHome welcomes the opportunity to report back to the Ombudsman within 90 days and to provide further updates on continued improvements to our medical equipment and supplies system.

Sincerely,