Peterborough County/City Paramedics are proud of the quality of services provided through patient care. In order to ensure the highest standards possible we have a Professional Standards department. We respond to customer complaints and inquiries in a timely manner while making sure to review all cases.

Compliments, Feedback, Inquiries, or Complaints

We would like to hear your feedback; please use one of our contact methods below:

  • You can email us directly at PCCPInfo@ptbocounty.ca
  • You can call our Professional Standards department at 705-743-5263 during office hours (8:30-4:30 Monday to Friday)
  • You can submit your compliment, feedback, inquiry or complaint by mail to:

    Peterborough County/City Paramedics
    Attn: Professional Standards department
    310 Armour Road
    Peterborough, ON
    K9H 1Y6

Information we need:

If you are making a compliment or inquiry, providing feedback, or submitting a complaint, please provide the information below:

  • Your name
  • Your address
  • Your telephone number
  • Location of the ambulance call or incident
  • Date of Incident
  • Approximate time of incident
  • Details of incident

Information and Privacy Practices

Collection of Personal Health Information

Personal health information is collected to help provide clinical care and service by Paramedics and other health care providers, or to process payments for healthcare related services.

This includes:

  • Your name, address, date of birth, and Ontario health card number
  • Facts about your health, health care history and the health care you have been provided.

Personal health information is used with your consent to respond appropriately to your health care needs. If you are unable, or incapable of providing information, it may be collected from others in order to assess your needs.

Your information may be used for administration, quality assurance programs, and regulatory compliance requirements. It is collected into an aggregate form, and may also be used for research, strategic planning, and management decision-making purposes.

Under the Personal Health Privacy Information Act (PHIPA), you have the right to withdraw or limit this consent which protects your information from further use or disclosure, but may affect the provision of health care.

Access and disclosure of your personal health information

You have the right to access your personal health information and receive a copy of your personal health record (i.e. ambulance call report), subject to limited exceptions as set out in PHIPA.

Requests can be made by completing a Release for Medical Information Form and mailing or faxing it to the number below. Please click "Patient Care Records" below for more information.

Patient Care Records

You will need to complete the Release for Medical Information Form with your signature and provide government issued photo identification to request a copy of your Ambulance Call Report (ACR).

To request Ambulance Call Reports on patients' behalf: we require the patient to sign the Release for Medical Information Form and provide photo identification (ID). If you have Power of Attorney (POA) we will require you to complete the form with a copy of your POA and your photo ID. If you are not the patient or the Power of Attorney, we do charge an administration fee for the release of documentation.

Requests can be sent to PCCPInfo@ptbocounty.ca or call us Monday to Friday 8:30am to 4:30 pm at 705-743-5263 extension 4132.

Ambulance Billing

We do not create or issue Ambulance bills.

All patients, except those listed as exempt on the Ministry of Health website, who receive land ambulance transportation, are responsible to pay their portion of co-payment for ambulance services provided.

For Peterborough County/City Paramedics the hospitals act as the billing agents for the Ministry of Health. Payment is made directly to the hospital who has invoiced you. Any disputes over invoicing are also with the hospital.

For more information on Ambulance billing please visit the Ministry of Health's Ambulance Service Charges Question and Answers page

Further Inquiries and Contact Information

If you would like to know more about how your personal health information is collected, used, maintained and disclosed, or if you have a concern/complaint about access to your personal health information please contact:

Professional Standards Support

Peterborough County-City Paramedics

310 Armour Road

Peterborough, ON

K9H 1Y6

705 743 5263 Ext. 4132

pccpinfo@ptbocounty.ca

Business Hours: Monday to Friday between 8:30 am and 4:30 pm

You also have the right to request correction of a record if it is incomplete or inaccurate. To do so, please contact Professional Standards Support as listed above.

Individuals may also lodge a complaint regarding access or privacy practices of PCCP directly with the Ontario Office of the Information and Privacy Commissioner (IPC) at 416-326-3333.

Your personal health information is kept private, unless the Peterborough County-City paramedic Service is required to disclose any details for law enforcement purposes, or specifically authorized under PHIPA to share it with others. Personal health information is not released without your written consent.