Patient, Family & Caregiver Experience

The Huron Perth Healthcare Alliance (HPHA) is committed to seeking feedback from patients, family members/caregivers, and staff that contributes to a culture of exceptional patient, family and staff experiences.

The HPHA views observations, compliments, personal experiences, complaints and/or concerns from patients, families and caregivers, as a valued source of information regarding the perception of the Alliance environment, and the quality of the services and care provided.

We encourage you to complete our patient, family and caregiver feedback survey that is available anytime during your stay.  You can also complete our survey online.

Learn more by clicking in the links below.

Patient, Family & Caregiver Feedback Process

The Patient Experience Feedback process at HPHA provides patients, their family members and/or caregivers with an opportunity to express compliments or discuss questions and concerns. We encourage patients and family members/caregivers 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 Experience Surveythat is available at any time during your stay.  You can also complete our survey online.

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, family member and/or caregiver that requires accommodation to provide feedback is advised to contact the Corporate Patient Experience Office for assistance.

What If I have questions or a concern about my treatment? Who do I contact?

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 Corporate Patient Experience Office at 519-272-8210 ext. 2423 or the Corporate Lead Patient Experience/ Engagement & Privacy email michelle.jones@hpha.ca 

Patient Relations Process: Complaint Management

  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.

Patient, Family, Caregiver & Staff Experience Framework

HPHA identified Person Centred Care (PCC) as a priority in 2009 with a goal to develop an approach that ensures the principles of PCC are embedded into everything we do. During this time the organization was adopting Lean methodology with a goal to sustain continuous improvement at all levels. Embedding “process optimization” (PO) into the culture became a second priority. It became evident that a framework was needed to blend these two concepts and create a culture where the HPHA lived the principles of PCC and PO every day.

Click here to view our Framework.

Patient & Caregiver Partners



Please click on the links below to read the policies related to Patient, Family, Caregiver & Staff Experience.

Contact Information

Huron Perth Healthcare Alliance Patient Experience Office

Monday-Friday, regular business hours (excluding statutory holidays)

Tel: 519-272-8210 ext. 2423 | Email: 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.