In our role as Patient Relations Advisors we connect with patients and families that are often struggling with complex emotions such frustration, anxiety and hopelessness. Individuals often contact us when they have lost trust in their health care provider or the system that was meant to help them in their time of need. Empathy […]Read More The importance of empathy
UHN celebrated Patient Experience Week on April 24 – 28, 2017. This week was an opportunity to celebrate the programs that work towards improving the everyday experience of patients. Booths were set up across UHN and the Patient Relations office developed a poster display that explained our role and process and provided contact information and […]Read More Patient Experience Week
The new Quality of Care Information Protection Act (QCIPA) proposed under the Public Hospitals Act (PHA) Regulation 965 on critical incident review and disclosure comes into force on July 1, 2017. This means that Patient Relations is now required to be involved in the debrief and review of all critical incidents at the hospital. Critical […]Read More Patient Relations and Critical Incidents
In 2016 Christine Elliott was appointed as the Patient Ombudsman for Ontario. Her office officially opened on July 4, 2016 with the functions and powers to investigate and resolve complaints about the health care system made by patients and families. The Ontario Patient Ombudsman (OPO) can also make recommendations to health sector organizations following their […]Read More The Ontario Patient Ombudsman
The Patient Relations staff recently had the privilege of attending a seminar by Dr. Donna Hick’s on the subject of her book ‘Dignity: Its Essential Role in Resolving Conflict’. Her book is a must-read, not only for those dealing in conflict resolution, but for any human interaction. Below is a small excerpt from her book […]Read More Dignity with Donna Hicks
Some common complaints we hear in Patient Relations include complaints from patients about doctors declining a referral sent by their family physician for specialist treatment at one of our hospitals; patients requesting to be referred to another physician for care because they disagree with or feel they “don’t get along” with their current physician; and […]Read More Can’t you make the doctor see me or do this procedure?
Each year, the Patient Relations department produces an annual report. This report captures all of the feedback (good and bad) we receive from our patients and families throughout the year and helps to identify problem areas and system issues to our leadership. Below are some of the highlights from our 2014/15 report: This year we […]Read More Patient Relations Stats