Patient/Family Feedback

Muskoka Algonquin Healthcare is a multi-site organization, dedicated to providing Outstanding Care - Patient & Family Centered at our two hospital sites in Bracebridge and Huntsville.  Our mission is "Proudly Serving Our Communities - Delivering Best Patient Outcomes with high Standards and Compassion".  Directed by our core values of accountability, respect, optimism, leadership, and engagement, we are committed to providing high-quality, patient- and family-centered care.

An important part of this commitment is receiving feedback from the patients and families that we serve.  This feedback helps us to continuously improve the quality of our patient care and services.  We receive feedback verbally, in writing, and through NRC Canada. NRC Canada is the company that has been contracted by the Ontario Hospital Association to coordinate patient satisfaction surveys for participating hospitals.  MAHC provides a list of discharged patients to NRC Canada, and they randomly select patients to receive a survey.  The survey is mailed directly to selected discharged patients by NRC Canada and completed surveys are returned by mail, using a self-addressed and stamped envelope to NRC Canada.

We welcome your feedback regarding your experience at MAHC. 

How to Raise a Concern

The best approach is to begin with the people on your care team - your nurse, doctor, or other care provider.  Most issues can be resolved quickly at the point of care.  The professionals on your care team know you best and are well positioned to assess and respond to your health care needs and concerns.  Good communication with your care providers is essential and helps to ensure the highest quality of health care.

If your concern cannot be resolved at the point of care, MAHC is committed to working with you to find a reasonable resolution in a timely manner by following a formalized process.

My concern cannot be resolved at the point of care, what do I do?

You are welcome to talk with the supervisor or manager in your area who can help facilitate a resolution. As a further alternative, you can contact our patient ombudsman either by phone, e-mail, or in writing using the contact information provided below.  You will be contacted within 24 regular business hours to discuss your concern in more detail and to explain the next steps in the process.

An appropriate member of the Leadership Team will be designated to work with you toward a common goal of reaching a reasonable resolution to your concern.  This person will be responsible for coordinating the review of your concern and act as your ongoing point of contact.  The time needed to review a concern varies (some reviews can last several months), but you will receive regular updates throughout the process.

How do I contact the Patient Ombudsman?

Our patient relations contact is Frankie Dewsbury, Manager, Health Information Services & Privacy Officer.
E-mail: patientombudsman@mahc.ca

South Muskoka Memorial Hospital
75 Ann Street, Bracebridge, ON P1L 2E4
Phone: 705-645-4404 ext. 6628
Huntsville District Memorial Hospital
100 Frank Miller Drive, Huntsville, ON P1H 1H7
Phone: 705-789-2311 ext. 6628

What if I don't want to give my name?

For the most comprehensive service, it is best to provide your name and a daytime contact number. You may contact us anonymously, but without contact information MAHC is limited in responding to your concerns.

Will my health care be affected if I raise a concern?

Muskoka Algonquin Healthcare views identified concerns as a learning opportunity.  From your feedback we can learn how to improve the delivery of care and service. Raising a concern will not have a negative effect on the care you receive at MAHC.

Privacy & Confidentiality

In order to address your concern, we will need information about the patient and the care or service that concerns you.  Your privacy will be protected at all times.  MAHC has a legal responsibility to ensure that all personal health information collected, used and disclosed by MAHC or its staff shall be treated in a manner that accords with the Personal Health Information Protection Act (PHIPA).  Ideally, we will work directly with the patient or with someone (usually a family member) who has the patient's consent to receive personal, confidential information about them.

For more information about privacy at MAHC, please visit the Privacy section of our website.