Niagara Health is committed to listening and learning from the people we serve.
Niagara Health is committed to people-centered care. Our Office of Patient Experience (formerly Patient Relations) fosters a healthcare environment where patient and family experiences are central to our care. We welcome patient and family feedback to drive continuous improvement focusing on compassion, respect, and person- and family-centered care. We will partner with you, your family, caregivers, and people within the community to:
- Listen, acknowledge, and respond to every person's unique needs and perspectives
- Provide information and education to empower and confidently support patients and families
- Engage in two-way communication to shape new policies, programs, and integrated services
Patient Experience: Feedback
If you have questions or concerns during your hospital stay or visit, we encourage you to discuss them with your care team. Discussing your questions or concerns with your care providers in a respectful way will not have a negative impact on care. Your team is here to care for and support you.
We will offer you a safe space to share your feedback about your experience at Niagara Health. You can expect us to listen and be supportive. We will explain our process and what you can expect from the hospital staff and the health care team. Our goal is to help strengthen communication among all members of the care experience. We will also ensure your feedback is only shared with your health care team. All correspondence with the Office of Patient Experience will be handled in a timely manner and we will respond within 1-2 business days.
How to contact us
Hours
Monday - Friday
8:00 a.m. - 4:00 p.m.
(with exception of statutory holidays)
Phone
905- 378-4647 x44423
NHPatientExperience@niagarahealth.on.ca
By Mail
Office of Patient Experience
1200 Fourth Ave.,
St. Catharines, ON
L2S 0A9
Staff Recognition Program (STAR)
Niagara Health’s STAR program recognizes staff, physicians, and volunteers for providing extraordinary patient experiences. Recipients are presented with a Gold STAR pin and certificate of honour.
Please contact the Office of Patient Experience to share your positive stories and celebrate the care provided by our staff, physicians and volunteers.
Patient Experience: Survey
If you’ve recently visited our Emergency or Urgent Care departments or had a recent stay in one of our Acute Care, Maternity or Pediatric Inpatient units, you may have provided your email to receive a patient experience survey. If you declined to provide us with your email or were not asked to participate, you still have the opportunity to receive the survey. To participate, please email NHPXSURVEY@niagarahealth.on.ca
Your real-time feedback enables us to respond quickly to patient needs. It also provides our care teams with timely access to data and insights, allowing them to prioritize efforts and act promptly.
Your Hospital Handbook
Get the latest information to help answer questions you or a loved one may have.
Niagara Health Engagement Network (NHEN)
Become a Patient Partner with the Niagara Health Engagement Network (NHEN) to create meaningful improvements in quality, safety and the care experience by working alongside staff and physicians. Your unique experiences and perspectives can be used to enhance a variety of initiatives.
Essential Care Partner Program
Visitors, Support Persons and Essential Care Partners (ECPs) play an integral role in patient care and well-being.
Indigenous Health Services and Reconciliation (IHSR)
The Indigenous Health Services and Reconciliation team supports patients in receiving a holistic approach to health and wellness. The team offers a variety of services including smudging, traditional medicines and elder services.
Accessibility
Interpreter services are available in many languages, including Video Remote Interpretation Services (VRI) which allows the user to see the person who is interpreting the information. Please ask a member of your healthcare team if assistance is required.
Frequently Asked Questions (FAQs)
What information do I need to share when submitting my compliment or complaint?
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
What can I expect when I start the complaint process?
Once your complaint is submitted to the Office of Patient Experience, a Patient Experience Specialist will contact you within 1-2 business days.
Can I give feedback or raise a concern if I am not the patient?
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.
What if I’m not satisfied with how my complaint is dealt with?
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).
How do I obtain a copy of my patient chart or medical records?
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.
What do we do with your feedback?
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.
I lost an item at the hospital, what should I do?
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.
Where can I find visitor and patient parking at Niagara Health sites?
Parking information can be found here: Parking for Patients & Visitors
Extraordinary Caring. Every Person. Every Time.
