Trillium Health Partners (THP) is committed to providing an exceptional experience and people-centred care for our patients and their families. The Patient Relations Team is here to support you through your experience at the hospital. We provide an impartial and neutral service for you to share your compliments, concerns, or suggestions for improvement. We also encourage you to be involved in your care.
Patient Relations can:
- Support you, the patient, and your family, during your stay at the hospital or as an out-patient
- Help you if you have a question, concern, compliment or suggestion about the care you received at THP
- Facilitate effective communication between you, your family, and your healthcare team
- Share any compliments, concerns or suggestions for improvement with your healthcare team
Please note that we will deal with your concerns in a supportive and respectful way. We kindly request that you communicate with our team with respectful language and patience. Your discussions are always kept confidential.
Our Process
Patient Relations will seek to respond to your feedback and assist you in resolving any issues or concerns you or your family may have. If you have concerns about your care or the care of your family member, we encourage you to talk with members of your health care team directly. Most clinical areas have a clinical leader, charge nurse and clinical manager who can assist you if needed. Please go to the nursing station/reception area to find out who you can speak with.
Should your concern not be resolved at the point of care, the Patient Relations team is here to assist you. We will ensure your concern is directed to the appropriate person(s) and will work with you and the team to address your concerns.
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Step 1
Patient Relations receives your complaint via phone or email. Please clearly provide your name, contact information, and describe your feedback so that we understand your concern. -
Step 2
We will appoint a team member to connect with you to acknowledge your concern within 5 business days. We willexplain our process and require consent to proceed with your case. -
Step 3
We will contact you to discuss your experience. A file is created in our feedback system to categorize each complaint and manage all correspondence. -
Step 4
We will look into the facts and review your case. We connect with the appropriate leaders or physicians involved, review documentation and/or incident reports, and discuss matters with our health care providers and their leadership team. -
Step 5
We will keep you informed of the review process at regular intervals. -
Step 6
We will provide you with a response to your concerns, explore the opportunity to set up further conversations or meetings, and discuss a potential resolution.
Our goal is to support our patients with respect, compassion and dignity and to ensure that your experience is a positive one. If you do not feel satisfied with the outcome or your experience, you are welcome to bring this to the Manager of Patient Relations and Language Services or Director of Patient Experience.
Frequently Asked Questions
If you have any questions about your invoice, please contact Patient Accounts at 416-521-4040 or email PatientAccounts@thp.ca
Please visit MyChart
For more information on MyChart or if you have any questions, please contact MyChartsupport@thp.ca
Trillium Health Partners is not responsible for lost belongings or valuables.
The hospital recommends that patients avoid bringing belongings with them to Trillium Health Partners. This includes, but is not limited to, cash, jewelry, keys, watches, belts, clothing, and footwear. Patients are also responsible for items they need on a daily basis, such as glasses, hearing aids, dentures, and medications. Where possible we suggest that patients pass their belongings to a friend of family member for safekeeping.
To keep personal belongings safe, we recommend that patients, caregivers, or family members:
- Label items whenever possible
- Check with your denture provider about the options available for labeling dentures
- Bring an appropriate storage container for their belongings and ensure it can be accessed daily
- Never leave dentures, hearing aids, glasses or phones on the meal tray
- Check the tray table, bedside table, and patient locker for belongings when transferring rooms or being discharged home
- Ask staff to return any medications brought to hospital
If you have lost your belongings while at the hospital, we will do our best to help locate them. Please report the missing items to the unit/area Manager immediately. If you have already left the hospital, please contact Patient Relations to coordinate a search.
Contact
Please contact the Patient Relations Team by telephone or email. Our office covers care across all THP sites.
Tel: 905-848-7164
Email: Patient.Relations@thp.ca
Hours: Monday to Friday 8:30am – 4:30pm.
The office is closed on statutory holidays.
If you are in the hospital and need urgent assistance, please speak with the Charge Nurse on the unit.
Testimonials
Thank you for addressing our concerns! We appreciate your team’s efforts in keeping us informed about the various processes and providing guidance. Things are in progress, and we trust that the Patient Relations Team and the other unit managers will continue to keep us informed.
THP Patient
I would like to express my thanks and appreciation for your support. As a new manager at THP, I will always remember your kind words of support. I very much admired the compassion and patience you demonstrated to patient and family. Thank you for being a tremendous source of support to patient and family.
THP Leader
On behalf of our Leadership Team, I wanted to recognize your contribution to our successful patient discharge today. You have provided invaluable guidance and support to both the family and our leadership during this challenging situation. I appreciated your calm demeanour and concise messaging to the family member. Thanks again for supporting our team and for the amazing work you do every day to support our patients.
THP Leader
