Patient Relations Services

CCH Patient Relations Services are part of the Quality and Risk Department. Our staff are available to assist patients and families with access to and knowledge of their rights and responsibilities. Working closely with patients, families and visitors, our staff respond to and facilitate resolution of complex or sensitive patient queries, concerns and compliments. For further information see CCH Patient Concerns Guidelines.

In accordance with the Excellent Care for All Act, CCH and our Patient Declaration of Values and our Strategic Direction, “Excellence in Quality, Patient Safety and Service Delivery”, we continuously monitor and evaluate the effectiveness of our patient relations processes.

Over the past year, CCH has introduced an electronic incident reporting system which allows tracking and monitoring of patient and family complaints and concerns received during hospitalization. Post hospitalization feedback regarding the quality of the care experience is captured through patient satisfaction surveys which are mailed out to patients after discharge. We encourage patients to provide feedback by completing these confidential surveys.