PATIENT RELATIONS
Compliment and Concerns

The North Shore Health Network (NSHN) believes that your feedback whether it is a compliment, a concern, a suggestion or a formal complaint, is an opportunity for us to learn and to improve the quality of care and overall experience we provide to our patients, residents and clients.

To submit feedback to our organization, please scroll to the bottom of this page and fill out the Compliments and Concerns Form. Guided by legislation in the Excellent Care for All Act, 2010 (ECFAA) and Health Quality Ontario Standards for Patient Relations, NSHN will follow up with all Patient Relations submissions within 5 business days.

COMPLIMENTS & CONCERNS
NSHN’s Policy

NSHN is committed to improving the quality of our services and welcomes input from our patients, residents, clients and families on the care and service that we provide. The resolution of concerns, complaints or conflicts is of vital importance in providing person-centered care and supporting the interests of our patients, residents and clients.

A complaints resolution process is in place to provide patients, residents, clients and families with a mechanism to bring forward concerns, suggestions and/or comments or report formal complaints. NSHN is committed to continuous quality improvement; patient, resident and client satisfaction, overall experience and process improvement. All comments, concerns, suggestions and complaints are reviewed and recommendations for solutions and improvements are made where appropriate.

All compliments and commendations are acknowledged and recognition given. Compliments and concerns are tracked and reported as part of NSHN’s ongoing quality improvement processes. NSHN’s Patient, Resident and Client Experience Champion program recognizes employees, providers and volunteers who stand out by consistently by delivering exceptional patient, resident or client experience. Any NSHN employee, provider or volunteer may be recognized, regardless of whether or they work directly with patients, residents or clients - everyone at NSHN contributes to the patient, resident and client experience in different ways. Click here to nominate a Patient, Resident or Client Experience Champion.

LONG-TERM CARE
Bringing Forward a Concern or Reporting a Formal Complaint

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.

WHAT DO I DO IF I HAVE A CONCERN OR A COMPLAINT?

Step 1 – Talk with a member of your care team:

  • When you would like to provide a suggestion or feedback, or bring forward a concern or a formal complaint , it is best to do so with a member of your care team as soon as possible. As your care team knows you best, discussing these matters with them may resolve issues right away.

  • NSHN staff will document instances of patient, resident and client concerns and complaints and forward documentation to the Department Manager. Unresolved concerns or complaints are forwarded to both the Department Manager, the Patient Relations Officer and in some instances, members of our Senior Leadership Team.

  • Patients, residents and clients are encouraged to bring reports of perceived abuse or employee misconduct directly to the attention of the Chief Executive Officer by contacting the Administration Office at (705) 356-2265 ext. 2601.

 Step 2 – Ask to speak with another member of the NSHN team:

  • If you do not feel comfortable speaking with a member of your care team, or your concerns do not get resolved to your satisfaction after your conversation with a member of your care team, you can do one of two things:
    1. Ask to speak to NSHN’s Patient Relations Officer or call the Office of Patient Relations at (705) 356-2265 ext. 2523.
    2. Ask to speak with the Department Manager. Ensure to provide your phone number so that they are able to follow-up with you directly.

  • Either the Department Manager or the Patient Relations Officer will call you to review and document your feedback and concerns. After this initial conversation, your feedback and concerns will be investigated, including a review of the situation with all relevant stakeholders.

  • Updates will be provided to you, as appropriate, regarding the investigation, recommended solutions and outcomes.

  • If an appropriate resolution is not able to be provided, the Department Manager or Patient Relations Officer will make the decision to involve a member of NSHN’s Senior Leadership Team.

 Step 3 – Involving Senior Leadership:

  • If the Department Manager or Patient Relations Officer decides to escalate your matter to a member of the Senior Leadership Team (SLT), a member of SLT or a delegated Manager will contact you to review the matter with you.

  • A collaborative effort will be made to reach appropriate resolution and the process and outcomes will be formally documented. In some instances, a formal letter will be provided to you which outlines the final resolution and outcomes.

FREQUENTLY ASKED QUESTIONS

I’m anxious about sharing my concern or complaint. What can I expect when I try to speak to someone at NSHN about my experience?

At every stage in your healthcare journey at NSHN, including voicing your concerns or providing suggestions to improve patient care and overall experience, you can expect to be treated with compassion, respect, dignity and courtesy. When speaking with members of our team, you can speak openly and candidly about your experiences and concerns and tell your story from your perspective without judgement.


Can I make a complaint or bring forward a concern if I am not the patient that was affected?

Yes. However, please understand that we cannot discuss or divulge patient information with anyone that is not part of a patient’s circle-of-care. As such, if you submit a complaint or bring forward a concern on a patient’s behalf, a direct conversation with the patient will need to occur as part of the patient relations process. If the patient is unable to have a comprehensive conversation with members of our team, we will connect directly with the patient’s substitute-decision maker or power of attorney.

What happens if I have a concern or want to submit a formal complaint “after hours”?

Ask to speak to the Charge Nurse on the unit. Provide clear details of the situation, including suggestions for what type of solution would be acceptable from your point of view. Ensure to provide your phone number in case a follow-up conversation is required.


I am afraid that if I bring forward a concern or make a formal complaint about the care I received, or the care that my loved one received, that things will end up being worse.

It is understandable and natural to feel this way. NSHN promotes a “just culture” which encourages transparency and open communication with our staff; the ultimate goal being patient safety, positive patient experience and continuous quality improvement. In the same way that we encourage our staff to be transparent with us, we welcome feedback and input from those that come to NSHN to access our care and services. Open communication with our patients, residents, clients and families is the best way to ensure we are truly meeting their needs.

We understand that talking about serious issues can be upsetting and bring up a lot of emotions. The best way to work together and find solutions is for everyone involved in the process to behave in a respectful manner. When discussing your suggestions, bring forward a concern or submitting a formal complaint with our staff, starting with these phrases can help to facilitate constructive, respectful discussions:

  • “I understand that the North Shore Health Network welcomes feedback from patients and families. I would like to speak with someone about my experience.”

  • “I have some questions, when is a good time for us to talk?”

  • “What you have said to me is not clear, could you help me to understand?”

  • “I need some time to think about this. Can we talk again later?”

  • “I think we may need to have someone help us work through this issue. Who else can we speak to about this matter?”

PLEASE NOTE: When engaging members of our healthcare team, disrespectful and aggressive behaviours - including rude, hurtful, offensive or threatening words or actions - will not be tolerated.

SUBMIT A COMPLIMENT OR CONCERN

NOTE: By completing this form you consent to have your information shared with the North Shore Health Network. This information will be kept secure and confidential and is subject to the protections applied to personal health information at NSHN.