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 Documents.
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
David Pitt or Julie Vohra, Patient Experience Specialists
Monday - Friday 8:00 a.m. - 4:00 p.m.
Telephone: 905-522-1155 ext. 34952
Email: PatientRelations@stjoes.ca
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
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
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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 905-522-1155 ext. 33838 or email: patientrelations@stjoes.ca
- Contact Privacy Department Privacy Office by phone 905-522-1155 ext. 35909 or e-mail: privacy@stjoes.ca
Additional Resources
Click here to view the Patient Declaration of Values
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 Survey. Responses 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!