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<June 2017>
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How to Provide Your Feedback

Patient & Family Experience Feedback 

The Patient Experience Feedback process at HPHA provides patients and their family members with an opportunity to express compliments or discuss questions and concerns. We encourage patients and family members to provide feedback so that we can better understand your care experience. Learning from your experience is a valuable part of our continuous quality improvement program that helps us improve the way we deliver care. We encourage you to complete our patient & family feedback survey that is available upon discharge. You can also access our new Electronic Patient & Family Experience Survey   

All responses collected will be kept private and confidential and are only used for internal quality improvement purposes.

HPHA is committed to accessibility for persons with disabilities. Upon individual request, a patient or family member that requires accommodation to provide feedback is advised to contact Patient Relations for assistance.

What If I have a questions or concern about treatment?

As a first step, we encourage you to speak with your care provider or ask to speak with the Team Leader, Unit Manager or Program Director. If you feel your question or concern requires further attention, we invite you to contact our Patient Experience Office - 519-272-8210 Ext. 2737. 

Patient Experience Process: Feedback

  1. Once we receive your concern, we will contact you to ensure that we clearly understand all of your concerns within 1-3 business days
  2. Your concern will be forwarded to the appropriate member of your care team for review
  3. You can expect to be contacted by a member of the care team within 5 business days regarding the status of your concern.

The Patient Experience Office
Hours:  Monday-Friday, regular business hours (excluding statutory holidays)
How to contact:
Telephone: 519-272-8210 Ext. 2737
Email:    mailto:patientexperience@hpha.ca
Mail:      46 General Hospital Drive, Stratford, ON, N5A 2Y6

Note:  The Patient Experience Office is confidential - both email and voice messages will be responded to by the next business day.

Other Ways HPHA Collects Patient & Family Feedback

NRCC Patient Surveys

The Excellent Care for All Act requires all Ontario hospitals to conduct annual patient surveys. National Research Corporation Canada (NRCC) is the company hired by the Ontario Hospital Association to coordinate the patient satisfaction survey process for all participating hospitals in the province. HPHA provides NRCC with a listing of patients discharged and patients are randomly selected to receive the survey. The survey is mailed directly to patients by NRCC and completed surveys are returned by mail to them. Completion of the survey is voluntary and all responses are kept confidential. We encourage all patients and family members who are selected to complete the survey and to express your opinions.

Patient & Family Experience Electronic Survey