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​Patient Information

Patient and Family Experience Office

RVH is committed to ensuring every patient experience is as positive as possible. Our vision is Make each life better. Together. Our staff, physicians, volunteers and Board of Directors embrace that goal and are committed to putting our patients and families first – always.
We welcome your feedback and look forward to any opportunity that allows us to improve our patient care. It is only when we view the care we provide through the eyes of our patients and their families that we will be able to continue to improve on the inspiring care we strive to deliver.
The Patient and Family Experience Office is ready to assist you during your experience at RVH with any questions or concerns you have, as well as share any compliments that you may have for Team RVH.


Do you have a concern? 


As a first step, we encourage you to speak directly with your care provider, resource nurse or department manager to allow them the opportunity to work with you to resolve your concerns. 

If required, the Patient and Family Experience Office will work with you to facilitate your concerns and assist in a resolution. 

When to contact the Patient and Family Experience Office:

What can the Patient and Family Experience Office do for you: 

• Have general inquires
• Would like information related to RVH
• Wish to share patient experience feedback 
• Have questions related to your care 
• Wish to share a compliment with your care team
• Have a safety concern

How can the Patient and Family Experience Office help?

• Provide a safe, supportive environment 
 Listen and support you through your experience
• Provide answers to your concerns
• Provide assistance to achieve a resolution 
• Ensure your feedback is shared with your care team and RVH leaders
• If possible, take action on any of your suggestions to improve the services and processes at RVH 


Contact Us

Phone: (705) 728-9090 ext. 44510


Office Hours:
  • Monday-Friday 8a.m. - 5:30p.m. 
(Excluding Statutory Holidays)

Brochures and Resources

Useful Links

Advocacy Centre for the Elderly

Public Guardian Trustee Office

Ontario Patient Ombudsman Office

Power of Attorney Kit – Ministry of the Attorney General 

Patient and Family Experience Office Process

Step 1
Once the Patient and Family Experience Office receives your feedback in person, in writing, or by telephone, we will connect with you to ensure we understand all of the details.

Compliments will be forwarded to the appropriate medical staff and RVH leadership.

If a concern/inquiry is related to a specific patient experience that requires a review, we must speak with the patient directly (or their Substitute Decision Maker/Power of Attorney, if incapable) to obtain their consent to access the patient's information.

Step 2

We begin the review by communicating with the appropriate staff, physicians and leaders, as well as reviewing your patient record to better understand the background. The timeline for this step varies depending on the nature of the concern/inquiry. 

Step 3

We identify the issues and work with you and/or those involved in your experience to identify the best solution, receive answers to your questions, and determine how we can improve in the delivery of service and care in the future.


What comes from our discussions with you?

The feedback you share does not simply get “filed away” – we work with RVH leaders, staff and physicians in order to improve our patients’ experience. All of our patient feedback is documented and reported to senior management to help guide decision making at RVH.