Newsroom

Medical Equipment & Supplies Challenges

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Updated: April 9, 2025

In October 2024, a toll-free Medical Supplies Escalation Line was established to support patients and service provider organizations (SPOs) with medical supply issues.

Thanks to the combined efforts of everyone involved, access to medical supplies has stabilized. Call volume escalations have decreased significantly. As a result, we are updating our Medical Supplies escalation process.

Effective April 11, 2025 at 6:00 pm, the Medical Supplies Escalation Line will be discontinued and normal process to resolve issues will be in effect.  

Current Patients, Families & Caregivers and Health Service Providers who encounter any challenges with medical supplies or equipment should contact the appropriate care coordinator directly or call 310-2222 (no area code required). If you continue to have unresolved concerns with medical supplies or equipment, the MESmodernization@ontariohealthathome.ca email remains available.

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Ontario Health atHome’s top priority remains the health and safety of patients, families and caregivers. We have been aware of and working tirelessly with our vendors and suppliers to address the challenges we are experiencing with supply inventory-levels and distribution.

We are making good progress, with supply levels improving steadily and back-ordered items coming in daily. To stabilize supplies and deliveries, we remain in continuous contact with our vendors and suppliers to review and address these issues.

Please work with your care coordinator to resolve any issues with your medical supplies and equipment. If you continue to have unresolved challenges, please call our toll-free Medical Supplies Escalation Line at 1-866-377-7567.