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SJHH / Patients & Visitors/ Patient Relations

Patient Relations

What this service does…

St. Joseph's Healthcare Hamilton is committed to patient and family-centred care. We welcome you to tell us your compliments or concerns about your health care experience, including any safety concerns. Your perspectives offer us an important way to learn and improve our services.  

How this service helps...

We promise to:

  • Listen to your comments and feedback in a supportive and respectful way.
  • Follow-up with the appropriate manager(s) to inform them of your complaint or compliment.
  • Answer your questions about the way we operate at any of our hospital campuses.
  • In collaboration with our managers, assist you in resolving any dissatisfaction you may have with the manner in which you were treated.
  • In collaboration with our patients, family and staff, St. Joseph’s Healthcare Hamilton has developed a Patient Declaration of Values. Please click here to view our Patient Declaration of Values: Rights and Responsibilities Document.

Who should I contact regarding a complaint, compliment, or comment about the care I received at St. Joseph's Healthcare Hamilton?

We suggest that where possible, you first share your feedback with a member of your care team.  They can immediately respond to your concerns and make changes.

If your concern requires further attention, or you feel it should be addressed by someone not directly providing your care, you are welcome to contact the Unit Manager. If this is not possible, you may contact the Patient Relations Department by phone, in writing through mail or email or in person. 

Contact

Karen Jeffrey, Patient Relations Coordinator & Julie Vohra, Patient Relations Specialist (West 5th Campus & Mental Health and Additions Program)
Monday - Friday 8:30 a.m. - 4:30 p.m.
Telephone: 905-522-1155 ext. 33838
Email: PatientRelations@stjoes.ca

Phil Valvasori , Manager, Medical Affairs and Patient Relations
Telephone: 905-522-1155  ext. 33812

In person or in writing:

Patient Relations Department
St. Joseph's Healthcare Hamilton
Charlton Campus
50 Charlton Avenue East
Hamilton ON L8N 4A6

The office is closed on statutory holidays.
If we are unavailable to take your call, please leave a detailed message and your call will be returned as soon as possible.

Patient and Family Feedback

Whether you have a compliment, complaint or comment, your feedback is very important to us.

We will respond to you as quickly as we can within three (3) business days.

We invite you to complete our Patient/Family Feedback Form and look forward to hearing your feedback.

Frequently Asked Questions

1. How do I get a copy of my Health Records?

You can download the Form to Request Access to Personal Health Information or obtain a copy of this form by contacting our Health Records department. This applies when requesting access to view and/or have copies of your own record. Please see the Health Records page for more information.

If you are requesting your records to be released to another health care provider, insurance company, or other individuals of your choice, you can download the Form Authorization for Disclosure of Personal Information. You may also obtain a copy of this form from the Health Records Department.

The completed request must be witnessed, dated and signed by the patient or substitute decision maker and include the patient's name, date of birth, health card number, mailing address of where the information is to be sent, the purpose of the request and a listing of what information is to be released.

The request must also be dated within 90 days of our receiving it. The request is retrospective only and applies to information already created and does not apply to information which will be created in the future.

Please submit the completed request to the Health Records Department at the site you received your treatment.

Charlton Campus

St. Joseph's Healthcare, Hamilton
50 Charlton Avenue East
Hamilton, Ontario
L8N 4A6
Phone: (905) 522-1155 Ext 33417
Fax: (905) 521-6096

West 5th Campus

St. Joseph's Healthcare, Hamilton
100 West 5th Street
Hamilton, Ontario
P.O. Box 585
L8N 3K7
Phone: (905) 522-1155 Ext 35504
Fax: (905) 381-5614

King Campus

St. Joseph's Healthcare, Hamilton
2757 King Street East
Hamilton, Ontario
L8G 5E4
Phone: 905-522-1155 ext 38200
Fax: 905-573-4825

 

2. Who do I talk to about my clinic appointment?

To change a clinic or physician appointment or to discuss a change that has been made to your appointment, please speak directly with the clinic or physician's office.

If you are unsure of the telephone number, please call 905-522-1155 and ask for the operator. Please ensure you have the name of the clinic or the physician's office as well as an idea as to which Campus (Charlton, King or West 5th) your appointment is located as this information is helpful in guiding you in the right direction.

 

3. Who do I speak with about billing information or inquires?

Bill Payment Options 

Payments for patients who do not have a valid OHIP card or for services not covered by OHIP can be made through the following bill payment options:

Un-Insured Procedure Rate Schedule

Some procedures are not covered by the Ontario Health Insurance Plan (OHIP). Please refer to this guide to see the costs associated with these procedures at St. Joseph's Healthcare Hamilton.

Online Payment

Payments can be made through our secure web-payment system. Payments can be made by credit card, including Visa, MasterCard and American Express. You will need your account number to pay on-line. Your account number can be found on your invoice or statement. Click on the link below to go to our Pay Your Bill page. Once there, click Pay Bill Here under Online Payment and follow the easy instructions.

Patients & Visitors/Pay My Bill

Cash, Cheque or Debit Card Payment

The hospital accepts payments by Cash, Cheque or Debit card. If you mail in your payment or pay in person, you will need the stub from your invoice or statement. If you are paying in person, the cashier's desk is located in the main lobby of the Hospital and is open between 8:00 am and 4:00 pm Monday to Friday. There is a service fee for returned cheques.

Credit Card Payment

The Hospital accepts payment by Visa, MasterCard or American Express. There is an area located on the right side of the statement or invoice for you to complete with your credit card information. You can also call the Patients Accounts Department with your credit card information or pay in person at the cashier's desk.

If you have any questions regarding payment you are welcome to call us at 905-521-6002 or email us at PtsAccts@stjoes.ca

4. Who can I speak with regarding parking and parking costs at the hospital?

Charlton Campus

Visitor parking is available Monday through Sunday in the Parking Garage behind the Fontbonne Building off of James Street South. It is adjacent to the Outpatient Department. Drop off and pick up is permitted behind the Charlton Avenue building, with entry off St. Joseph’s Drive.

A premium parkade is also available on Charlton Avenue in front of the Charlton Campus for visitors and patients accessing the Juravinski Innovation Tower.

Due to the short supply of parking spaces, patients are not permitted to leave their cars in hospital parking lots during their hospital stay. Immediate family members of patients who must be in the hospital for longer than two weeks may qualify for a discounted parking pass. 

For a full listing of Charlton Campus parking lot pricing please call, 905-522-1155 ext. 32750

King Campus

For a full listing of King Campus parking lot pricing please call, 905-573-4816

West 5th Campus

For a full listing of West 5th Campus parking lot pricing please call, 905-522-1155 ext. 36304

Additional Resources

Patient Relations Brochure
Please click here for a printable version of our Patient Relations brochure.

Patient & Family Advisory Council
St. Joseph's Healthcare Hamilton is committed to providing the best quality care for our patients and the community we serve.  Are you interested in lending your voice and becoming more involved?  We are looking for Patient and Family advisors to help us make a difference for patients.  Being a Patient and Family Advisor is an opportunity to be a part of improving health care throughout St. Joseph's by working with other healthcare professionals, patients, and family members with the goal of improving the patient experience and quality of care.  If you are open to new ideas, being part of the decision making, and helping others, contact Michelle Joyner for more details at 905-522-1155 x32760 or  mjoyner@stjoes.ca

To learn more about the St. Joseph's Healthcare's Patient and Family Advisory Council and how to apply please click here.

Have you recently contacted Patient Relations?

Your voice matters!  At  St. Joseph's Healthcare Hamilton, our patients and families voice is valued.  Your comments help us to improve how we deliver care. Please take a few moments to fill out the short survey found here: Patient Relations Satisfaction SurveyResponses are confidential and anonymous so please do not put your name on the survey. Thank you for taking the time to share your experience with us!