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.
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
Phone: (705) 728-9090 ext. 44510
(Excluding Statutory Holidays)
- Monday-Friday 8a.m. - 5:30p.m.
Brochures and Resources
Patient and Family Experience Office Process
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.
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.
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.