Page 23 - GBGH Patient Handbook

PATIENT & FAMILY EXPERIENCE

5. When you are getting ready to go home from the hospital, you will be given
a discharge summary with details about your stay and instructions to
continue recovering at home. Please don’t hesitate to ask as many questions
as you need to understand:
• What treatment you received;
• Whether you have to pick up a prescription before you go home;
• What kind of transportation you will need to get home;
• The type of care you will need at home and if you will need someone
to stay with you;
• What symptoms to watch for and who to call if something does not
feel right;
• What medicine you must take;
• When you can go back to normal activities;
• What follow-up appointments you will need.

PATIENT COMPLIMENTS & CONCERNS

GBGH is committed to improving the quality of service we provide. We value
your feedback and suggestions regarding our facility, staff and services.

If you have any feedback, positive or negative, please feel free to share it with
the staff providing your care. If you prefer, you may also speak with the Manager
of the program or service if you are not comfortable speaking with staff. You
may also contact GBGH’s Patient & Family Experience Office at 705-526-1300
ext. 5642 or PatientRelations@gbgh.on.ca.

Our Patient Relations Coordinators will:
• Listen to your feedback
• Share your concerns with the most appropriate member of the care
team to ensure they are addressed and to facilitate a timely response
• Receive compliments/comments and share these with the healthcare
team and administration

• Work with you and the care team to facilitate management your
concerns and assist in a resolution.

Step 1

Once the Patient and Family Experience Office receives your feedback in
person, in writing, or by telephone, we will connect with you within three
business days to ensure we understand all of the details.
Compliments will be forwarded to the appropriate medical staff and GBGH
leadership.

If a concern/inquiry is related to a specific patient experience that requires a
review, consent must be obtained from the patient directly (or their Substitute
Decision Maker/Power of Attorney, if incapable) in order to access and review
the necessary patient information.

Exceptional Care, Every Person, Every Time 23