Loud and Clear

In late fall 2011, The Change Foundation engaged Ontario seniors with chronic health conditions and their informal caregivers about their experiences with transitions in our healthcare system. This report is about their stories, experiences, and ideas.

Download Loud and Clear report PDF

“The problem is that no one seems to understand the system. There’s no system map to explain how it works to caregivers or people using it for the first time. You get the sense that, without this map, you have no idea how it works. People explained parts of the system but not the overall system.”

Senior citizen sharing insights with other seniors, caregivers and The Change Foundation, fall 2011

About Loud and Clear

In Loud and Clear: Seniors and caregivers speak out about navigating Ontario’s healthcare system, we explain our rationale for the timing and target of our engagement, describe our methodology, present our findings and how we plan to use them, and share the Foundation’s next steps and how they fit, feed into, and even blaze the way for patient-centred healthcare in Ontario.


We dedicate this report to the seniors and their family members and friends across Ontario who shared their experiences and stories with us. They spoke forcefully and thoughtfully, with both emotion and measure, about where the system has failed them and how it could serve them better. They spoke loud and clear.

Connect. Communicate. Include.

“I don’t know what’s happening next, but where do you go to find the answers? Seems like there are roadblocks set up in the system that make it hard.”
Ontario senior

“Our doctor sent us for an appointment with a specialist. We waited five months and never heard anything, so I called and they had no record of the appointment. It would be a good idea if someone from the doctor’s office called the patient once an appointment is made to confirm.”
Ontario senior

“I’ve never been asked as a caregiver, 'What’s convenient for you?' Or 'How would this work in your family?' instead it’s 'This is what we’re going to do for you.' There's no discussion of collaboration.”
Ontario caregiver