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 Experience Surveys based on your type of visit to the hospital that are available anytime during yours or your loved one's stay.

Pediatric Survey
Emergency Department Survey (All HPHA Sites)
Adult Inpatient Survey - (All HPHA Sites)
Maternal Child Survey

For Outpatient services or general comments please complete our HPHA Patient Experience Survey that is available anytime during your or your loved one's stay.

Learn more by clicking in the links below.

How to Provide Feedback - We Want to Hear From You

We are always happy to hear from our patients, families, caregivers and community members.

Whether you have positive or negative feedback, a suggestion or want to express appreciation, your input is important!  Your feedback helps us to better understand your care experience to ensure our services meet the needs of patients and the communities we serve. Patient, Family & Caregiver feedback is also a valuable part of our continuous quality improvement program that helps us improve the way we deliver care.

One way you can provide feedback is by completing the following surveys based on your type of visit to the hospital.

1.  Emergency Department (All HPHA Sites)
2.  Maternal Child
3.  Inpatient (All HPHA Sites)
4.  Pediatrics

5.  For Outpatient Services:  https://rl6.hpha.ca/RL6_Production_PublicSubmissionV2/

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 519-272-8210 Ext. 2423

If I have questions or a concern about patient care? 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 or Unit Manager of the unit where you or your loved one is receiving care.

If you feel your question or concern requires further attention, please contact the Corporate Patient Experience Office by phone: 519-272-8210 Ext. 2423 or email patientexperience2@hpha.ca


Patient Relations Process (Concerns)

At the HPHA we believe that a positive patient and family experience happens through good communication, mutual respect and true partnerships between patients, caregivers, families and staff. We care about your experience, whether good or bad and want to hear from you. Each Patient, Family or Caregiver experience is important and if you or your loved one have a concern we want to hear from you.

While still in the Hospital:

As a first step, we encourage you to discuss your concerns with your care provider or the patient care unit manager where you or your loved one is receiving care. 

When I'm home:  

Patient Experience Surveys (Email): When you visit the hospital, you will have the option to provide your email address at registration. We use your email address to send out our patient experience survey one to two days after you receive care at the hospital. We encourage you to provide your feedback and can assure you that survey results are private and confidential. 

Follow Up Telephone Calls: You may receive a call from our HPHA Patient Experience Call Centre one to two days after you receive care at the hospital. This call is made by the Volunteers of HPHA.

Patient Experience Surveys (Website): Access our online patient experience surveys at any time by visiting our website at www.hpha.ca/feedback

HPHA is committed to reviewing and investigating all concerns with the intent to improve healthcare quality and safety for our patients, families, caregivers and community members. 

The patient relations process supports program-specific responsiveness to comments and concerns in a timely and appropriate manner.  

Speaking with Someone Directly:

Contact the Corporate Patient Experience Office by phone or email.

·       Phone: 519-272-8210 Extension 2423 | Email: patientexperience2@hpha.ca

 A confidential voicemail is available that allows you to leave your name, contact information and brief message.  

  • Once we receive your concern, we will contact you to ensure that we clearly understand all of your concerns within 1-3 business days
  • Your concern will be forwarded to the appropriate patient care unit Manager where you or your loved is receiving or received care
  • You can expect to be contacted by the patient care unit Manager within 5 business days regarding the status of your concern
  • The Corporate Lead of Patient Experience/Engagement & Privacy will support this process through to resolution and can be reached at 519-272-8210 Ext. 2423 or email at michelle.jones@hpha.ca  

What we can do:

  • ·       Provide a safe, supportive environment where you can share your comments, questions and concerns
  • ·       Listen and support you through your experience
  • ·       Help you get the information you need
  • ·       Respond to your concern and offer assistance to resolve concerns
  • ·       Assist with effective communication between patients, caregivers, families and staff
  • ·       Ensure your feedback is heard and considered by your health care teams


When you contact us to express a concern:

Step 1: We will acknowledge receipt of your concern within two to three business days.

Step 2: We will connect with you to discuss your concerns in more detail.

Step 3: With consent, we will coordinate a review with the appropriate manager/leader/doctor of the patient’s health record to help us better understand the episode of care related to your concern.

Step 4: We will work with you and your care team to identify next steps to reach resolution for you.

  • When contacting us by email or letter, please include the following information:
  • Details of your experience, including location (unit or clinic), persons involved and date
  • Contact information for follow up
  • list questions would you like to have answered or what your hope for resolution would be

  Please note: If you are providing feedback for someone other than yourself, the Huron Perth Healthcare Alliance must have consent from the patient (under 16 their parent/guardian) before disclosing any information to a third party. If the patient is not capable of providing consent, we will require consent from the patient's Substitute Decision Make (SDM). 

Share Your Story

A visit to the hospital is often a very emotional time in people’s lives. Whether you are a parent bringing a child to the Emergency Department, or a family member dealing with end of life care for a loved one, it can be a difficult and personal journey. There are many hospital experiences to share and we want to hear from you.

Why Are Stories Important? 

Story telling is a powerful way to convey patient, family and caregiver’s lived-experiences. Stories add the impact of first hand lived-experiences to help us improve services, share positive outcomes and to educate, motivate and inspire our staff and providers. 

Listening to and gathering patient, family and caregiver stories can help to: 

  • Visualize diversity and perceptions of experiences
  • Put a human element to data and provide experiences that the data cannot tell us
  • Understand the complex choices that patients, families and caregivers must make along their health care journey
  • Build trust and relationships between patients, families, caregivers and health care professionals
  • Promote quality & safety improvements  

How Do I Share My Story?

If you are interested in sharing your story you can complete our Patient Experience Survey or contact the Corporate Patient Experience Office: 

  • Tel: 519-272-8210 Ext 2423 
  • Email: patientexperience2@hpha.ca 


Patient & Caregiver Partner Program

Patient, Family, Caregiver & Staff Experience Framework

HPHA’s Patient, Caregiver, Family and Staff Engagement Framework

HPHA will ensure that our patients and their caregivers will be engaged partners in their care with staff and care providers. Valued Partnerships have the ability to transform our healthcare system in a way that makes is truly people-centred care. HPHA utilizes the Carmen Framework as the guide  to assess progress towards a fully engaged organization


The Patient, Caregiver, Family and Staff Engagement Framework

All Voices Matter - Together We Are Better


 Note: HPHA has adopted the Patient, Family and Caregiver Declaration of Values, drafted by the Minister’s Patient and Family Advisory Council in consultation with Ontarians.  This Declaration is to articulate patient, family and caregiver expectations of Ontario’s health care system and serve as a compass for the individuals and organizations who are involved in health care.  It reflects a summary of the principles and values that patients, families and caregivers have identified as being important to them. The Declaration is not intended to establish, alter or affect any legal rights or obligations, and must be interpreted in a manner that is consistent with applicable law. 



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

Contact Information

Huron Perth Healthcare Alliance Corporate Patient Experience Office

Monday-Friday, 8 a.m. to 4 p.m. (excluding statutory holidays)

Tel: 519-272-8210 ext. 2423 | Email: patientexperience2@hpha.ca

Mail: 46 General Hospital Drive, Stratford, ON, N5A 2Y6

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