Click here to download the Patient Concern/Complaint Report Form.

PATIENT OR PUBLIC CONCERN POLICY

The patient, family members, and the public may express concerns about the health services they receive at the North Shore Health Network. The Patient Relations Process will allow us to receive suggestions, and compliments in regards to the care and services provided by any of the services of the NSHN. We seek to facilitate the investigation and resolution of patient, family and visitor issues, concerns and complaints. 

Patient satisfaction affects health outcomes. The NSHN acknowledges that patient complaints are an important source of patient feedback. Patient's have a "right to voice their complaint" and need to know that their issues are appropriately dealt with. We try to understand patient specific dissatisfactions and take action to rectify or limit deficiencies. Most complaints can be responded to and resolved at the time the patient or relative, friend, other clients, makes them known to us.

Most complaints are made known because the patient or person accessing services believes that their core values -  Respect, Open Communication, Participatory Engagement, Privacy and Quality Care - have been disregarded

REPORTING A CONCERN OR COMPLAINT - LONG TERM CARE

Residents, substitute decision-makers, employees, volunteers and members of the public will have the opportunity to address their concerns or complaints with the Manager of Long-Term Care. If the concern or complaint is not resolved, they may address this in writing to the Chief Executive Office (CEO) who will respond within 10 business days.

Residents, substitute decision-makers, employees, volunteers and members of the public may contact the Ministry of Health and Long-Term Care (MOHLTC) directly at any time either in writing or by calling the toll-free number.

The Manager of Long-Term Care will forward all written complaints concerning the care of a resident or the operation of the Long-Term Care home to the Director at the MOHLTC.

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