PATIENT RELATIONS:
Compliments and 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.
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.
All comments, concerns, suggestions and complaints are reviewed by NSHN’s Patient Relations Officer and recommendations for solutions and improvements are made, as necessary and appropriate.
Compliments & Staff Commendations
All compliments and staff commendations are received by the Patient Relations Officer, 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 by the Patient Relations Officer, as part of NSHN’s ongoing quality improvement processes.
Patient, Resident and Client Experience Champions
NSHN’s Patient, Resident and Client 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 a Patient, Resident or Client Experience Champion.
LONG-TERM CARE:
Golden Birches Terrace
Bringing Forward a Concern or Reporting a Formal Complaint
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, below.
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.
Urgent Complaints
Long-Term Care Family Support and Action Line
1-866-434-0144 (toll-free)
8:30a.m.-7:00p.m., 7 days a week
Non-Urgent Complaints:
Ministry of Long-Term Care website:
https://www.ontario.ca/page/long-term-care-home-complaint-process
Have a concern or a complaint with your 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 NSHN’s Patient Relations Officer or call directly:
(705) 356-2265 ext. 2523
patientrelations@nshn.care
Please be advised that office hours are Monday to Friday, 8:30 a.m. to 4:30 p.m.
HAVE FEEDBACK TO SHARE?
NOTE: By completing the form below, 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 same protections applied to personal health information at NSHN.