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HomeVisiting UsPatient Experience and Feedback

Patient Experience and Feedback

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At Osler, we are committed to people-centred care. This means we are invested in the overall wellbeing of individuals, families and our community with a focus on compassion and the shared experience of human needs and preferences. We will partner with you, your family and caregivers as well as people within our neighbourhoods to:

  • listen, understand and respond to every person's unique needs and perspectives;
  • provide information and education to support individual, group and community empowerment and confidence and
  • enact shared decision making towards shaping new policies, plans and integrated services.

We invite you to explore some of the many ways we are bringing this commitment to life:

Patient Declaration of Values

We are proud to share our Patient Declaration of Values. This statement was co created by the Osler Patient and Family Advisory Council (2020) in collaboration with over 500 other community members. A Patient Declaration of Values is an affirmation of patient rights, responsibilities but most importantly a promise of what we will generate together, as patients, families/caregivers along with providers of service in the spirit of being people centred:

We expectWe commit toWe partner towards
  • High quality care
  • Professionalism
  • A healing environment
  • To be seen and understood
  • Information in plain language
  • Care partners to be welcomed
  • Trusting our inner voice
  • Being informed
  • Building self management skills
  • Adjusting to unfamiliarity
  • Understanding that priorities change
  • Safety
  • Human dignity
  • Compassionate communication
  • Shared decision-making
  • Creative outcomes
  • Value for time

Patient and Family Advisory Council (PFAC)

Our Patient and Family Partners collaborate with clinicians and leaders to provide insight and clarity about what matters most during a care experience as well as they inform improvements in program services, policy and planning for the hospital. Our patient and family engagement is grounded in the Health Quality Ontario (HQO) Patient Engagement Framework which encourages a range of engagement strategies from consultation with patients and families to deliberation onwards including co-design and shared decision making. Learn more about our PFAC and how you can get involved.

Patient experience feedback options

At Osler, capturing the voices of patients and their families/caregivers is critically important to us. When you provide us with feedback, we will listen carefully and use your unique perspective to learn from and make change.

Feedback about your care and experience while in hospital

While you are in the hospital and you have a comment, concern or compliment – your physician, nurse, or clinical services manager or delegate will be most knowledgeable about any concerns you may have and will be able to respond quickly. They are also happy to hear about what went well. Feel free to ask for their names or contact information.

Feedback about your care and experience after you leave the hospital

The Patient Experience Office offers you a neutral space for you to share your feedback, compliments, suggestions or concerns about your experience at Osler after you have left the hospital.

You can contact our Patient Experience representatives by telephone, email, via our website or by mail:

  • Email: patient.experience@williamoslerhs.ca
  • Telephone: 905/416-494-2120 ext. 56565
  • Website: Leave a comment online through our feedback form
  • Mail: Patient Experience Office
    Brampton Civic Hospital
    2100 Bovaird Dr East, Brampton, ON L6R 3J7

Patient Experience office hours:

Monday to Friday: 8:30 a.m. - 4:30 p.m. (closed on weekends)

Our patient relations process

We are committed to acting in accordance with the Excellent Care for All Act (ECFAA) in providing a timely, impartial and professional patient relations process. The Patient Experience office will work with you to respond to your feedback and offer assistance in resolving issues or concerns.

When you contact us about your experience, we will:

  • receive and acknowledge your feedback
  • ask for your consent to share your feedback and follow up
  • document feedback and forward to the appropriate and relevant program leadership
  • review your feedback with the team responsible for your care
  • ensure a patient safety incident is initiated if required
  • partner with the team to share the results of the review
  • identify opportunities to improve the quality of the care and services at Osler

Your feedback is very important to us. Our Patient Experience office works to:

  • acknowledge all complaints within two business days
  • involve the relevant program leadership as quickly as possible
  • work together with you in an open and professional manner, in order to support the best possible resolution.
  • resolve complaints in a timely manner - we aim to resolve 70 percent of complaints within thirty days and 90 percent within 60 days.

We realize that resolution is often a subjective perspective. We will do our best within internal resources and our ability to contribute to a complaint resolution.

Should you remain dissatisfied, we will assist you to refer your complaint elsewhere, up to and including the provincial Patient Ombudsman office.

Patient experience surveys

If you have a hospital stay at Osler, we may contact you to ask about your experience.

  • You may receive a phone call from a patient experience call centre agent 48 hours after your discharge. Please participate. Your feedback will help shape our services in the future.
  • Through the survey, you may also be invited to participate in a patient experience web panel. Participants provide their email address to answer specific questions and to inform development of important initiatives at Osler.
  • On occasion, you may also receive a survey in the mail from NRC Picker, a third-party surveyor. Their survey is conducted on behalf of all Ontario hospitals. Please complete and mail in this document. Again, your feedback will help us to make continued improvements to our patient care services.

However you share your experience with us, thank you for your feedback. We are always interested in learning how we can serve you better.

Our patient experience framework

At Osler, you are a valued partner in your care experience. We are here to support you, empower you and help you manage your health.

Our comprehensive patient experience framework includes the following commitments:

Leadership

Leadership at all levels of the organization demonstrate a culture focused on people-centred care. Our leaders strive to ensure this is practiced everywhere in our hospitals.

Staff

The hearts and minds of our staff, physicians, volunteers and students are fully engaged.

Reliable care

We deliver effective, reliable, efficient care 24 hours a day, seven days a week.

Evidence-based care

Our clinical team instills confidence by providing collaborative, safe and evidence-based care.

Respectful partnership

Every interaction is anchored in a respectful partnership that anticipates and responds to your preferences and needs.

MyChart

As an Osler patient, you can securely access your clinical health information online through the MyChart patient portal. Learn more about the benefits of MyChart and how to register.

Family presence and visitation policy

At Osler, we understand the importance of visiting friends and family in the hospital. We are committed to a safe and positive visiting experience for our patients, their visitors, our staff and everyone in our facilities.

Learn more about our visitation policy, including how you can help keep everyone healthy and safe while visiting William Osler Health System.

Lost and found

If you have lost an item, please call our Security team to see if it has been turned in. You may also want to contact the specific unit where you left your item.

  • Brampton Civic: 905-494-2120 ext. 50068
  • Etobicoke General: 416-494-2120 ext. 33462
  • Peel Memorial: 905-494-2120 ext. 22448

Quality of care reviews

If yours or a friend's or family member's experience is undergoing a quality of care review, the Patient Experience team is here to support you during the review process. Please be assured that as a learning organization, we are keenly interested in your participation and feedback.

The Patient Experience office supports patients and families in understanding the cause, contributing factors and recommendations from a Quality of Care Committee Review (QCCR). We bring forward the patient and family perspective to the QCCR meeting; and we also facilitate a meeting to review the findings of the QCCR with you and those you wish to invite along with the relevant clinical leadership team.

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William Osler Health System logo with Accreditation Canada seal

Brampton Civic
Hospital

2100 Bovaird Drive East,
Brampton, ON L6R 3J7
Phone: 905-494-2120
More Information

Etobicoke General
Hospital

101 Humber College Boulevard,
Etobicoke, ON M9V 1R8
Phone: 416-747-3400
More Information

Peel Memorial Centre for
Integrated Health and Wellness

20 Lynch Street,
Brampton, ON L6W 2Z8
Phone: 905-494-2120
More Information

Reactivation Care
Centre

200 Church Street,
Etobicoke, ON M9N 1N8
Phone: 416-243-4390
More Information

Withdrawal Management
Centre

135 McLaughlin Road South,
Brampton, ON L6Y 2C8
Phone: 905-456-3500
More Information

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