Patient Relations: Compliments & Concerns
The North Shore Health Network (NSHN) believes that your feedback - whether it is a compliment, staff commendation, a concern, or a formal complaint - is an opportunity for us to learn and improve the quality of care and overall experience we provide to our patients, residents and clients.
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.
Our Patient Relations Officer (PRO) serves as a confidential liaison for patients/residents/clients, families, and the public to voice concerns, compliments, and feedback. The PRO works collaboratively with the clinical team to:
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resolve issues
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provide information on rights and responsibilities
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collect data to improve the overall patient experience, quality of care, and patient safety
Concerns & Complaints
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.
What do I do if I have a concern or a complaint with my care, or the care of a loved one?
Speak with members of your care team or your loved one’s care team
As your care team knows you or your loved one best, sometimes matters can be resolved right away.
Request to speak to the Manager of the unit in which your issue arose
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 request to speak to the unit Manager.
Still feel like you need more support?
Ask to speak to the Patient Relations Officer, or call / email directly:
(705) 356-2265 ext. 2523
patientrelations@nshn.care
Compliments & Staff Commendations
All compliments and staff commendations are submitted to our PRO, who ensures that the applicable Managers are notified and/or staff involved are commended for a job well done. Compliments and concerns are tracked and reported as part of NSHN’s continuous quality improvement process.
Experience Champions
NSHN's Experience Champion program recognizes employees, providers and volunteers who stand out by consistently 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 an Experience Champion!
Have Feedback to Share?
NOTE: By completing this form, you consent to have your information shared with NSHN.
This information will be kept secure and confidential and is subject to the same protections applied to personal health information.