Patient Experience
We want our patients and families to feel they have everything they need during a stay at one of our facilities. Below you will find information on our patient declaration of values, processes for providing your feedback and patient and visitor rights and responsibilities.
The Excellent Care for All Act requires all hospitals to develop a patient declaration of values in consultation with the public. This declaration captures the patient and/or family’s voice and reminds our staff to have the patient remain first.
Click here to view Blanche River Health’s Patient and Family Rights and Responsibilities and Declaration of Patient Values.
Blanche River Health welcomes feedback on your experience. Please share what we do well and what we can improve upon to provide better care and service.
What is the first step if I have a concern?
If you have a concern, please speak with a nurse, physician, or other member of your health care team. If unavailable or you are unsatisfied with the response provided, ask to speak with a Charge Nurse or Clinical Manager. If you have any questions, concerns or comments afterwards, please let us know at:
Englehart Site: (705) 544-2301 ext. 5236
Kirkland Lake Site: (705) 567-5251 ext. 3202
Or by e-mail at patientexperience@blancheriverhealth.ca
Your care will not be affected because you presented a concern or complaint. Rest assured, your feedback will be used to improve the services offered by our organization. Our Hospital has adopted a philosophy of continuous quality improvement- your voice will make a difference!
Who can provide feedback?
Anyone using or experiencing our services can provide feedback; not just a patient. Please note, however, that consent is required from the patient or substitute decision making before we can share information specific to the patient’s care or treatment.
What if I am unsatisfied with the patient relations process?
If you feel your concern or question has not been addressed, you have the option of contacting the Patient Ombudsman, who oversees the complaint process for public hospitals in Ontario. The Ombudsman’s office can be reached by telephone at 1-888-321-0339 or online at www.PatientOmbudsman.ca
Patient experience partners are individuals with recent experience, either being a patient or family member of a patient, and partner with our staff to provide direct input into Hospital policies, programs and practices affecting patient care.
This program benefits both patients and the hospital, by:
- Providing a better understanding of the healthcare system;
- Hearing directly from patients and users of our services;
- Developing programs and policies relevant to patient needs;
- Learning what the priorities are for our patients and their families
If you are interested in becoming a Patient Experience Partner, please complete the Patient Experience Partners form or call (705) 567-5251 ext. 3202 for more information.