Tell us how we're doing!
While working to provide the best possible care, we also want to provide the best possible service. We want to know how we are doing and welcome feedback — compliments, concerns, complaints, and all other inquiries.
Our programs and services are accessible to everyone in the Waterloo Wellington community. Compliments, suggestions and complaints from our patients and their families are important to help us continually improve our programs and services.
To provide any type of feedback, please contact your Care Coordinator directly.
If you have a specific complaint about your care and the service we are providing, please follow the steps below to ensure a prompt response. We strive to resolve patient complaints informally, whenever possible.
- Contact your Care Coordinator to discuss your feedback by phone at 888 883 3333. Your Care Coordinator is familiar with your situation and wants to hear what is going well for you and what can be improved. Your Care Coordinator will work with you, your family, or your caregiver to respond to your complaint. Most patient complaints are successfully resolved at this level.
- If, after speaking with your Care Coordinator, your complaint is not resolved to your satisfaction, you can ask to speak to his or her manager.
- Our Patient Relations Office can be directly reached by phone at 888 883 3313 extension 5443 or by email at email@example.com. Someone will call you within 24 hours, Monday to Friday, 8:30am‑4:30pm. You can also ask your Care Coordinator to have someone from patient relations contact you directly.
- If, after speaking with a manager, your complaint remains unresolved, you may request a formal review. The manager will inform you how to proceed with a formal review.
Following the formal review process, if you remain unsatisfied with the decision, you have the right to appeal that decision to the Health Services Appeal and Review Board (HSARB), if it concerns your eligibility for service, the type or amount of service you receive, or why services were discontinued.
Health Services Appeal and Review Board
151 Bloor Street West, 9th Floor
Toronto, ON M5S 1S4
Tel: 416 327 8512
Long-Term Care Action Line
In addition to our internal process for dealing with patient concerns and complaints, you also have the option of contacting the Long-Term Care Action Line, a service provided by the Ministry of Health and Long-term Care. Originally established for residents of long-term care homes with concerns about care, the Long-term Care Action line was expanded so that patients and caregivers could raise concerns or complaints about home and community care services.
If you contact the Long-term Care Action Line, an Independent Complaints Facilitator (ICF) will be assigned to help you address your concern or complaint. The Long-term Care Action Line may be contacted by telephone at 866 876 7658, or online at: www.health.gov.on.ca
We encourage you to share your positive stories so we in turn can share them with our staff and contracted service providers.
If you would like to share this more formally, we encourage you to contact us about your positive experience through our Patient Relations Representative who will share your feedback with your care team.
Please note that our information practices with respect to
Patients, Caregivers, Your Feedback is Important!
Patient Experience Survey
Your feedback matters to us. We strive to provide the highest quality care possible. To help us succeed, we need to hear from you about what we are doing well, and where we could improve.
We reach out to a randomly selected group of clients/patients or caregivers to complete a short, 12‑minute survey about the care clients/patients have received. R.A. Malatest and Associates Ltd. (Malatest) is an independent research company that has been selected to conduct the survey. The survey is available in English and French.
Malatest may contact you either by mail or phone. Your participation is completely voluntary and your responses will not impact any current or future service(s) you may receive. All information gathered in the survey, including personal and personal health information, will be protected, kept secure at all times, and used only as authorized under the Freedom of Information and Protection of Privacy Act and Personal Health Information Protection Act.
If you have any questions or wish to be removed from our survey contact list, please contact Joseph White, Patient Experience Assistant at firstname.lastname@example.org or 1-888-883-3313 ext. 5402 and provide your first name, last name, and phone number.
Thank you for considering this survey. Your feedback will help us continue to improve the care we deliver to clients/patients like you.
DO NOT enter any Personal Health Information into the below form. The below form is not for patient feedback – please call 888 883 3313 extension 5443