Ontario home care patients left without supplies

TORONTO – In September 2024, a disruption in the delivery of home care medical supplies left patients without critical supplies, with some not receiving IV pain medication, wound care, and catheter supplies. A Patient Ombudsman investigation found that many factors led to the disruption, and worsened patient experiences, including inadequate training, communication with patients and caregivers, and project oversight, following Ontario Health atHome’s transition to a new medical supplies procurement model.

In its newly released investigation report, Patient Ombudsman found that the supply disruption was not the fault of any one single agency, individual, or vendor, but the result of many systemic failures. The report sets out recommendations to Ontario Health atHome that address issues of project planning and readiness, project oversight and governance, communication and engagement with patients, and escalation processes in the event of service disruption.

“Patients and caregivers described significant additional stress and burdens to accessing home care, including enduring additional pain, increased risks of infection and worsening wounds. Caregivers spoke about their loved ones dying in pain because they could not access pain management supplies.”

The investigation also noted that frontline home care service providers, especially nurses, went to great lengths to lessen the impact on patients and keep providing care and delivering supplies as best they could.

“Home care is a critical health service and when a disruption leads to patients not getting care, we all lose confidence in the healthcare system. This investigation shines a light on how the disruption directly impacted the health and wellbeing of patients’ and created hardships for caregivers and providers,” said Craig Thompson (pictured), patient ombudsman.

Patient Ombudsman helps resolve complaints from patients, residents and caregivers about their experiences in Ontario’s public hospitals, long-term care homes, home care services, and community surgical and diagnostic centres. Patient Ombudsman also investigates complex issues that are in the public’s interest to be fully understood and addressed. We take the time to listen closely to all perspectives without taking sides. Our work identifies gaps in the healthcare experience, which leads to opportunities for improvement and, ultimately, better care.