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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 share 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. 33838

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

How do I obtain a copy of my health records?

Please contact our Health Records Department and speak with the Release of Information Specialist who will be pleased to advise you of the process.

Release of Information Offices: (905) 522-1155 x 33221

Click here for further information

 

Who do I contact if I have questions about my hospital or telephone account?

Please contact our Patient Accounts Department if you have any questions regarding billing or finance issues. 905-522-1155 ext. 33208

Click here for further information

Where can I park if I have to come to the hospital and how much will it cost?

Click here for further information

Who do I talk to about clinic appointments?

To change clinic or physician appointments or to discuss a change that has been made to your appointment, please speak with the clinic or physician’s office directly. If you are unsure of the phone number, please contact your family physician.

Where can I find general information about health services offered at St. Joseph’s?

Click here for further information

How do I find a doctor in Hamilton?

For assistance in finding a family physician, please contact either the Academy of Medicine or the College of Physicians and Surgeons using the links below: 

Hamilton Academy of Medicine

College of Physicians and Surgeons

To use the College of Physicians and Surgeons of Ontario’s all doctors search:

  1. Under “Physician Type” choose “Family Doctor”
  2. Optional: restrict your search by location and/or language
  3. Contact the doctor to check if they are accepting new patients

To obtain a referral for a Specialist:

Please follow-up with your family physician for a referral to an appropriate Specialist.

What is the hospital’s smoking policy?

St. Joe’s promotes a tobacco free environment and prohibits the use of tobacco products (including e-cigarettes) on all Campuses and hospital-owned properties, including vehicles. This policy applies to all persons on hospital property including staff, physicians, students, volunteers, patients, and visitors.

Click here for further information

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!