Patient Relations

Our process

Before contacting Patient Relations, you may want to speak with your health care providers such as your nurse, the unit manager or supervisor, or the attending physician. They may be in the best position to respond to your questions or concerns.

If you think there is further follow up required after speaking with your health care providers, please contact Patient Relations for assistance.

You can contact Patient Relations if:

  • You would like to relay ideas or suggestions.
  • You have questions about the hospital’s services.
  • You want to know more about your rights.
  • You would like to pass on suggestions or recommendations. 
  • You have concerns about your experiences with hospital staff or physicians.

Our goal is to provide a supportive environment to best meet your needs. Here’s how our process works. Please note: everyone’s experience is different.

Step 1: We receive your email or letter or talk to you on the telephone or in our office (Room 1-511 Donnelly Wing South at St. Michael’s Hospital). After receiving your email or letter, we may contact you directly to ensure we understand your experience. We will acknowledge receipt of your letter, email, or voicemail message within five days. 

Step 2: We explain next steps. This could mean sharing your feedback with various hospital services, or launching an investigation.

Step 3: We begin the investigation, communicating with those involved in your experience, including health care providers. We also review your health record and other records that can best help us understand what occurred and why.

Step 4: Once what happened has been clarified, we work with you and the team to try to find the best solution for you as well as for others who may have experiences similar to yours.

Patient Relations can respond to your questions and offer assistance and support with your concerns. We will ensure your feedback is shared with your health-care team. We work with physicians and hospital leadership in order to ensure your experience at St. Michael’s Hospital is the best it can possibly be. Our goal is to put you, our patients, at the centre of everything we do, which means delivering safe, quality care.

We’re here to support you, and are committed to enhancing the patient experience.