Office of the Patient Experience (Patient Relations)

• The nature of your complaint/compliment – What happened?
  
  • Short description of your experience
• The name(s) of the person(s) involved and their role – Who is involved? Full names are helpful.
  
  • Patient's first and last name (as it appears on their health card)
  • Your first and last name (if you are not the patient)
  • Sunnybrook staff involved, and their role
• When and where the issue happened – Specifics and details lead to a more effective outcome.
  • Date and time
  • Sunnybrook campus, unit, department and/or clinic
• If you are not the patient, confirmation the patient is aware of concerns brought forward, or confirmation you are the substitute decision maker. This is in keeping with provincial legislation which protects personal health information.
  • Specify your relationship to the patient
• Contact information
  • How and where would you like to be contacted?
• Consent
  • If you are not the patient, please confirm the patient is aware you are contacting our office and has provided you with their consent to share their name.

Sunnybrook is not responsible for patient and visitor belongings. Please do not bring valuables into the hospital — this includes, but is not limited to, cash, jewelry, keys, electronic devices, watches, belts, clothing, footwear, etc.

We understand a hospital visit is often unplanned. Be sure to pass your valuables to a friend or family member for safekeeping while you are in the hospital.

For assistive devices such as glasses, dentures, hearing aids and mobility devices while we are also not responsible for their safekeeping, here are some steps for you or your loved one to take:

• Label all of your personal belongings — for example, glasses, dentures, hearing aids, mobility devices. If your lost property is found it can be returned to you.
• Ask your denture provider for ways to label your dentures.
• Bring a labeled container for your assistive devices and ensuring you can easily access it
• If you are caring for a patient or resident who is at risk for losing personal belongings, inform the care providers and review ways together to help prevent this.
• If you notice a personal belonging is missing, report this immediately to staff and ask for help locating the item and when it was last seen.

Were small items given to Security for safekeeping?
Visit Security located in CG-03, or call 416-480-6100 ext. 64589 to retrieve your belongings.

• I have a question about Parking.
• How do I get a paper copy of my health record?
• How can I access my health record online?
• I would like to arrange for an interpreter for an appointment; how do I do this?
• I'd like more information about repatriation.
• Please explain private vs. semi-private vs. ward hospital room accommodations.
• Where can I buy food?
• Can I buy flowers for a patient?