Muskoka Algonquin Healthcare is committed to providing outstanding patient- and family-centered care. An important part of this commitment is receiving feedback from the patients and families that we serve verbally, in writing, and through patient satisfaction surveys. This feedback helps us to continuously improve the quality of our patient care and services. Thank you for providing us with the opportunity to examine the care we provide and for partnering with us to continuously improve the care and services we deliver.
Share Your Story
We welcome your feedback regarding your experience at MAHC. Hearing directly from patients and families not only helps us stay connected with you, but is also tremendously meaningful to the staff, physicians and volunteers involved in your care. Share your story with us and thank your care provider or inspire others who may face the same care issues.
Raising Your 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 formal process. Help us improve, by raising your concern(s) or providing us with suggestions.
Frequently Asked Questions
| How do I raise a concern? |
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Should a concern about your experience arise, we first suggest you discuss your concern with your care team members. If the concern remains unresolved, please contact Patient Relations and we will begin a follow-up. Your discussions with Patient Relations staff members are confidential and will not affect your care. Feedback is a valuable tool in making improvements throughout Mackenzie Health. Please be assured that we have listened to your perspective and taken your feedback very seriously. Thank you for providing us with the opportunity to examine the care we provide and for partnering with us with the goal of continuous improvement in the care and services that we deliver. |
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My concern cannot be resolved at the point of care, what do I do? |
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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 above. 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. |
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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 Huntsville District Memorial Hospital Phone: 705-789-2311 ext. 6628 South Muskoka Memorial Hospital Phone: 705-645-4404 ext. 6628 |
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What if I don't want to give my name? |
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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. |
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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. |
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Will you protect my privacy and confidentiality? |
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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 accordance 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. |
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