Patient relations process: survey results
The results of our survey question, How do you rate Sunnybrook’s complaint management policy?
The majority rated the policy “satisfactory” and many of the comments were related to language and the use of data collection. We appreciate the feedback and we have taken it all into consideration. You can read our revised policy, which we have now renamed, “Office of the Patient Experience Protocol”
View a plain-text version of the infographic
The complaints process at Sunnybrook
How our complaints process works, explained in 6 steps:
Patient, family and visitor complaints can be made in person or by phone, letter, email or fax
We require written or verbal consent from the patient to investigate a complaint
Complaints will be addressed in a timely, thorough and respectful manner
Staff/physicians must try to resolve complaints as soon as possible. If unable to, they must alert the Patient Care Manager or Supervisor
Once notified, the manager will contact the patient by phone or in person
If physicians cannot resolve a complaint, they should involve the Department or Program Chief
Compliments are welcome. Patients and families can give positive feedback about their experience with a specific staff member or team
How can the Office of the Patient Experience help?
- A manager or physician can consult OPE to help resolve complex complaints, where the OPE was not contacted directly
- With the patient's approval, a Patient Experience Advisor can attend meetings with the parties
- The Office of the Patient Experience will acknowledge receipt of any written complaint in writing or by telephone
- Patient Experience Advisors can provide patients and staff with updates on the status of the complaint
- Some situations may require OPE to escalate a complaint to a member of the Senior Leadership Team
