Patient Experience Survey

1. Why am I receiving an email invitation from Sunnybrook to complete a survey?

Your feedback is important to us. One of our values is Excellence, which states: ‘We will exceed the expectations of our patients and their families by anticipating their needs, strengthening patient engagement, improving access to care, and ensuring the quality and safety of care.’ One of the many ways we make this possible is by placing the patient experience at the core of everything that we do. This includes listening to and making changes informed by our patients’ experiences through mechanisms such as surveys.

2. What does the survey invitation look like?

3. What if I don’t want to complete the survey?

Participation in this survey is voluntary. You may ignore or delete the survey email invitation, as well as any reminders you receive to complete the survey. The survey link is active for seven days before expiring.

In the survey email link, you may also choose to unsubscribe. Alternatively, you can contact the Office of the Patient Experience to let them know you do not want to receive this survey in the future.

Phone: 416-480-4940
Email: patient.experience@sunnybrook.ca

4. Is Sunnybrook the only hospital sending this survey?

This initiative was undertaken by the Ontario Hospital Association and is a new strategy for working collectively to measure the hospital patient experience in Ontario. Other Ontario hospitals are also participating in sharing this survey with selected patients.

5. Which patients are receiving this survey at Sunnybrook?

Patients who have provided an email address at registration, and have been discharged from one of our acute inpatient units, St. John’s Rehab inpatient units, our emergency department, maternity inpatients or after having day surgery may receive an email invitation to complete the survey with the link.

6. Are the answers I provide secure online?

Yes. Qualtrics is a cloud-based software platform for experience management and measurement. Qualtrics offers a secure and modern tool for data collection and analysis.

Through these surveys, it will be necessary to load a minimal amount of Personal Health Information in Qualtrics (i.e, where and when health services were provided and email addresses), but this is done to enable patient outreach.

The Qualtrics platform is widely used by healthcare and other organizations in Ontario and around the world. If you have questions about Qualtrics or the privacy of your health information, please contact patientexperience@oha.com.

7. What will Sunnybrook do with the survey results?

The survey results are very important to Sunnybrook and will enable continuous improvement and enhanced service and care delivery. The results will become part of Sunnybrook’s process of evaluating and reviewing the hospital experience, and will help us learn where to focus and develop strategic solutions.

8. What surveys has Sunnybrook launched?

As of September 2024, Sunnybrook has launched five surveys developed and provided by the Ontario Hospital Association (OHA):

Acute inpatient - EN/FR
Emergency Department - EN/FR
St. John’s Rehab inpatient - EN/FR
Maternity inpatient - EN/FR
Same day surgery* - EN/FR

For an overview of each survey, click the links above.

*The same day surgery survey was modified to align with the five demographic questions asked in all other surveys above.

9. What if I have questions about the privacy of my personal health information including my email?

You are welcome to contact the Sunnybrook Privacy Office.

Mail: Sunnybrook Privacy Office
2075 Bayview Avenue
Toronto, Ontario M4N 3M5
Phone: 416-480-6100 ext. 61236
Email: privacy@sunnybrook.ca

10. I would prefer to contact someone about my experience rather than complete a survey.

You are welcome to contact the Office of the Patient Experience and share your feedback.

The team is available in-person at the Bayview Campus, and by phone, email or letter:

Phone: 416-480-4940
Email: patient.experience@sunnybrook.ca
Mail: Office of the Patient Experience, 2075 Bayview Ave, Room C161, Toronto, Ontario, M4N 3M5; Available in-person Monday-Friday (regular daytime hours)

11. I already did a survey on the inpatient unit. Why am I being asked to do another one?

Many areas of the hospital have developed their own surveys because the feedback received helps our care teams better understand the needs of their specific patient population. All surveys are optional.

12. What languages does the survey come in?

The surveys are currently available in only English and French. The hope is to be able to offer this survey in other languages as soon as they are made available by the Ontario Hospital Association.

If you need help understanding the survey or would like to speak with someone directly about your experience as a patient, please contact the Office of the Patient Experience.

Phone: 416-480-4940
Email: patient.experience@sunnybrook.ca
Mail: Office of the Patient Experience, 2075 Bayview Ave, Room C161, Toronto, Ontario, M4N 3M5; Available in-person Monday-Friday (regular daytime hours)

13. I do not have email. Can I still participate in the survey?

Over the coming months, the Ontario Hospital Association plans to partner with a service provider to develop a survey process for our patients without email.

Patients, families and visitors are always welcome to contact the Office of Patient Experience to share their feedback about their Sunnybrook experience.

Phone: 416-480-4940
Mail: Office of the Patient Experience, 2075 Bayview Ave, Room C161, Toronto, Ontario, M4N 3M5; Available in-person Monday-Friday (regular daytime hours)

14. Who can I speak to if I have questions about this survey?

You can contact the Office of the Patient Experience if you have any further questions.

Phone: 416-480-4940
Email: patient.experience@sunnybrook.ca
Mail: Office of the Patient Experience, 2075 Bayview Ave, Room C161, Toronto, Ontario, M4N 3M5; Available in-person Monday-Friday (regular daytime hours)