What is a Patient Advocate?
During a transport, stress levels can be high, and it can be difficult for patients and their loved ones to know where to turn for information or voicing a concern. Ornge's Patient Advocate, Karla Gagnon, is available to assist patients and families with their healthcare concerns, and facilitate resolutions in a confidential setting.
If you have any questions or concerns about a transport that has already taken place or has been scheduled, please feel free to submit an inquiry or contact our Patient Advocate:
Phone: 705-268-5011 (from 7:30 a.m. – 3:30 p.m., Monday through Friday)
For more information, please view the Patient Advocate page.
If you are a family member and have a time sensitive question or concern about the transport of your loved one that is currently in transit by Ornge or our Standard Agreement Carriers, and is outside the hours of the Patient Advocate, please contact the Operations Control Centre by calling 647-428-2005 ext. 4217.
Please note calls received into this line will be recorded.
Who is the Patient Advocate
Karla Gagnon came to Ornge in 2006 after working as an Advance Care and Critical Care Flight Paramedic with Thunder Airlines and Voyageur Airways.
Originally joining Ornge as a Critical Care Flight Paramedic, Karla spent the past decade transporting patients while working with in Ornge's paramedic training program as a Field Educator.
In 2014 Karla was promoted to the position of Timmins Base Manager; her role as Patient Advocate began shortly after in July 2015.
With more than 16 years of flight paramedic experience, Karla is passionate about patient care and enjoys interacting with the patients and caregivers served by Ornge.
How Does the Patient Advocate Help?
Ornge's Patient Advocate, assists patients in accessing Ornge’s patient relations and complaints process. Our Patient Advocate also recommends operational improvements based on lessons learned, ensuring that Ornge is guided by the principles of its our Patient Declaration of Values.