Patient Experience

The Office of Patient Experience requests the following information when you submit a compliment or complaint:

• Nature and brief description of the event/experience
• Name(s) and role(s) of involved people and staff
• Patient’s full name (as it appears on their health card)
• Your full name (if you are not the patient)
• Date, time, location of the event/experience (including the unit/department/clinic name)
• Your contact information and preferred method of contact
• If you are not the patient, we require confirmation that the patient is aware of the concerns brought forward, or confirmation you are the Substitute Decision Maker. This step is in keeping with provincial legislation, which protects personal health information. Please ensure you specify your relationship with the patient

Once your complaint is submitted to the Office of Patient Experience, a Patient Experience Specialist will contact you within 1-2 business days.

Yes, your feedback or concern is important to enhancing the patient experience at Niagara Health. If you are not the patient, consent is required from the patient or the Substitute Decision Maker before we can share information specific to the patient’s care/treatment.

If you are not satisfied with the response or resolution provided by the Office of Patient Experience, you may wish to contact the Office of the Patient Ombudsman.

If your concern is regarding a specific individual, you may want to contact their respective regulatory college (e.g., the College of Physicians and Surgeons, the College of Nurses of Ontario).

The Office of Patient Experience does not manage or release medical records. Please contact the Health Information Management department for your medical records requests and contact information.

Your feedback helps us to improve our processes and enhance patient experience at Niagara Health. We work directly with healthcare teams and leadership to drive continuous improvements and make your experience at Niagara Health more comfortable.

You can contact the unit/department manager at the site where you lost your belongings and/or the site’s Security office by calling the switchboard at 905-378-4647.

Niagara Health does not assume responsibility for patient valuables. Patients choosing to bring valuables into the Hospital do so at their own risk and expense. It is recognized that patients will have personal items such as clothing, medications, and personal support aids with them (e.g., eyeglasses, contact lenses, dentures, hearing aids, mobility aids and prostheses, etc.) however, the Hospital will not assume responsibility for these items if they are damaged or lost.