Patient Experience & Feedback

Hamilton Health Sciences is committed to providing an excellent patient experience. The purpose of the Patient Experience Office is to promote patient- and family-centred care. We are here to partner with our patients and our fellow healthcare teams to influence systems, processes, behaviour and communication.

Your feedback matters to us.

We welcome your feedback about your experience at Hamilton Health Sciences. Whether you have a concern, a compliment, a suggestion, or a question, the staff in the Patient Experience Office are here to support you.

Contact Us

There are several ways to get in touch with the Patient Experience Office:

  • Telephone: 905-521-2100 ext. 75240
    (if we are unavailable to take your call, please leave a brief message and your call will be returned as soon as possible)
  • E-mail: patientexperience@hhsc.ca
  • In writing:
    Office of Patient Experience
    Hamilton Health Sciences
    1200 Main St W
    Hamilton ON L8N 3Z5
  • Patient Relations Process Delegate:
    This role is responsible for overseeing the Patient Relations process and presenting data about this process to the Quality Committee of the hospital Board twice a year. This role is held by Rosanne Zimmerman, Director Patient Experience & Safety, contact information as above.

Hours

Our office is open Monday to Friday, 8:00 a.m. – 4:00 p.m. The office is closed on statutory holidays.

How Patient Experience Supports You

There may be times when you, a family member or community member needs help to find information or voice a question or concern. If your healthcare team is unable to help you, our Patient Experience staff are available to assist.

We promise to:

  • Listen to your comments and feedback in a supportive and respectful manner
  • Follow-up with appropriate manager(s) or Chief of Medical Service(s) to inform them of your concern or compliment
  • Answer your questions about the services we provide at any of our hospital sites
  • Assist you in resolving any dissatisfaction you may have with the way you were treated in collaboration with our managers and/or Chiefs of Medical Service

Please note that we are unable to provide personal health information for any patient without their consent. In most cases, we will need the patient’s permission before following up on concerns about their care.

Sharing Your Concerns

In Hospital

If you are a patient or family member of a patient currently receiving care within one of our hospitals and you have a concern:

  • Speak with your nurse, the Charge Person/Team Leader, or your attending physician
  • If you are not satisfied with the outcome, ask to speak with the Manager
  • If you still have a concern, please contact the Patient Experience Office

After Hospital

If you are a patient or family member of a patient who has previously received care at Hamilton Health Sciences, contact Patient Experience to discuss your concerns.

We will respond by the same method that you have used to contact us, usually within two business days.

Service Level Agreement

We will acknowledge your e-mail or voicemail message within two (2) business days. We will endeavour to complete the review of your concern as quickly as we can. The time to resolution is related to the complexity of the issue and we will update you accordingly.

We look forward to receiving your feedback.

Become a Patient and Family Advisor

We understand that by listening to the people we serve and partnering with them on policy development, building processes and undertaking project work, we can improve the way we deliver care. By focusing on patient- and family-centred care as a strategic priority, we are building a culture where we are continuously improving the hospital experiences of patients and families.

At Hamilton Health Sciences, patient- and family-centred care means:

  • Recognizing patients as experts in their own experience and actively partnering with them to improve the quality, safety and experience of their care
  • Partnering with patients and families to ensure their voice is part of the conversation at all levels of the organization, from the bedside to the boardroom

Patients and families have a lot to offer. Becoming a patient or family advisor is one way you can participate. If you have been a patient or a family member of a patient at Hamilton Health Sciences within the last two years and are interested in learning more about opportunities to provide your input as an advisor, see below for more information.

Please feel free to contact the Office of Patient Experience at 905-521-2100 ext. 75240.

Patient Experience Surveys

You may be asked before leaving the hospital to complete a Patient Experience Survey. The survey is another way you can help us evaluate the care and service you received during your hospital stay or visit to a hospital clinic. We encourage you to fill out the survey; it is available on paper or on an i-Pad at the hospital. You can also complete the survey following discharge from the hospital using the link below:

Patient Experience Survey

We value the time and energy you put into your answers and we value your opinions. To provide the best possible care and service for all patients, we need to know what we are doing right and what we may need to improve on. Responses from the surveys are summarized into reports and presented to various groups in the hospital, including our Board of Directors.