There is growing recognition across the province that patient feedback, complaints and concerns can be a tremendous source of insight and a driver for positive change. As health care organizations receive and respond to complaints, they are able to track and identify key trends and opportunities for improvement.
We support organizations across the system in continuously improving their patient relations processes through the provision of information, resources, and tools for best practices. Plus, we give organizations the tools they need to involve patients and caregivers in the development and maintenance of their patient relations processes.
For more information about patient relations, email our patient engagement team at Engagement@HQOntario.ca or one of our quality improvement specialists at KTE@HQOntario.ca.
An at-a-glance review of patient relations best practices, this guidance document provides a step-by-step approach to make improvements in patient relations. It also aligns with the requirements of regulations by the government to help standardize patient and caregiver feedback in hospital improvement processes. It includes examples of patient relations innovations and recommendations from Ontario and from other jurisdictions.
This guide details how Ontario’s hospitals can engage patients, caregivers and their family members to develop effective and inclusive patient relations processes.
This is a complete guide to establishing a patient relations process, communicating about it, and reporting on it. The toolkit includes specific Ontario examples of patient relations processes in place in hospitals across the province, and other useful tools and resources.
Find out how the hospital, community care, and long-term care sectors handle patient complaints and where these sectors see a need for improvement.
Learn more about our patient relations pilot program and participating sites.
Learn more about how Health Quality Ontario is collaborating to support patient relations measurement and reporting.
Learn more about Patient Relations and its role in Ontario’s health system.
Learn about how to engage with patients, families and members of the public to improve health care quality
Patients, families and the public are central to improving health quality.
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