Patient Relations
Welcome to the Department of Patient Relations
If you have questions, feedback or concerns about the care you or your family member is receiving, your health care team needs to know. Please don’t hesitate to first initiate a discussion with your care providers. 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 Area Manager. The names and contact information are generally posted by the entrance to the unit.
Please note that consent is required from the patient or the Substitute Decision Maker (SDM) before we can share information specific to the patient’s care/ treatment.
Compliments and Feedback
Should further assistance be required, or you have a compliment to share, please contact the Patient Relations Department using the information below.
Telephone: 905-522-1155 ext. 34952 or 33838
Email: PatientRelations@stjoes.ca
Post: Patient Relations Department
St. Joseph's Healthcare Hamilton
Charlton Campus
50 Charlton Avenue East
Hamilton ON L8N 4A6
The office is closed on weekends and statutory holidays.
If we are unavailable to take your call, please leave a message that includes your name and call back number. Your call will be returned as soon as possible, within three (3) business days.
Our Management Process
Patient Relations assists with responses to your inquiries, feedback, and concerns.
The Department of Patient Relations is made up of professionals from various health care backgrounds who possess a wide range of skills and expertise. We strive to…
- Listen to your comments and feedback in a supportive and respectful way.
- Facilitate the resolution of patient and family concerns in a timely manner, in an atmosphere of respect, compassion, and fairness for all involved.
- Promote a culture of courtesy and respect in a patient-centered environment.
- Promote a culture of quality and patient safety.
We value your feedback!
Frequently Asked Questions
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 33417
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
Click here for further information
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.
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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:
College of Physicians and Surgeons
To use the College of Physicians and Surgeons of Ontario’s all doctors search:
- Under “Physician Type” choose “Family Doctor”
- Optional: restrict your search by location and/or language
- 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.
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.
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Electronic Communications
St. Joe's, along with many other healthcare organizations across Ontario, is expanding its communications approach to include digital methods (i.e. email, SMS text messages) to be able capture more timely feedback from patients to understand their healthcare experience.
As of April 4, 2023, SJHH will use e-mail to communicate with patients, for the following aspects of care:
- Appointment reminders/notifications
- Patient Experience Surveys
- Fundraising to support priorities of the hospital
- Contacting patients to determine interest in participating in Research that is approved by the Hamilton Integrated Research Ethic Board (HIREB)
To learn more about how your information is protected, what type of information is included in an e-mail, withdrawal of consent, please click here or visit the Privacy page for more information.
If you still have questions or concerns, please do not hesitate to reach out to us:
- Contact Patient Relations by phone at 905-522-1155 ext. 33838, or email: patientrelations@stjoes.ca
- Contact Privacy Department Privacy Office by phone at 905-522-1155 ext. 35909, or e-mail: privacy@stjoes.ca
Additional Resources
Patient Declaration of Values and Rights and Responsibilities
In collaboration with our patients, family, and staff, St. Joseph’s Healthcare Hamilton has developed a Patient Declaration of Values and Rights and Responsibilities Document.
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 Valentina Constantinescu for more details at 905-522-1155 ext. 34937 or patfamadvisory@stjoes.ca.
To learn more about the St. Joseph's Healthcare's Patient and Family Advisory Council and how to apply, please click here.