Complaints Process

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Complaints Process

How to submit a compliment 

Did our team exceed your expectationsWe’d love to hear about it! Please share any positive feedback about your visit to Kensington Health – we’ll make sure to pass your kudos on to the person or team who made your experience special. You can send us a compliment here.


How to make a complaint 

Kensington Health is committed to providing outstanding care and services to the people we serve. Our team aims to always treat you with respectempathy and integrity. Sometimes, we may not live up to the high standard we hold ourselves to. In those cases, your feedback is critical in helping us improve our services, approach, policies and procedures.  

If you or a loved one have a concern or suggestion for improvementwe encourage you to follow the steps below.  

  1. Speak with any staff member right away in person or by calling the department you visited. They will ensure the appropriate person is informed to help address your concern. 

  1. If you prefer to submit your concern by e-mail, please submit it here. 

  1. We will listen to your concern, document it and ensure your voice is heard. 

  1. We will engage the people involved to attempt to resolve the issue. This may, at times, include a phone call or meeting with you to better understand and further discuss your concerns. 

  1. You will be kept informed throughout the review process and always have the option to escalate to a more senior member of the team.  

  1. All feedback is documented and reported to management. 

  1. The outcome of your complaint will be shared with you. 

If you have any questions about the complaint process, please contact us at

If at any point you feel that your concerns have not been adequately addressed, please be aware that you have the option to escalate your complaint to the Patient Ombudsman at for further review and assistance. Additionally, if your complaint is about the care received in our long-term care home, you may also escalate it to the Ministry of Long-Term Care at 1-866-434-0144 or in writing: Director, Long-Term Care Inspection Branch, Long-Term Care Operations Division, 119 King St. W. 11th Floor, Hamilton ON L8P 4Y7