Patient Relations (Feedback)

As of Monday, March 16, 2020, the Patient Relations office will no longer be able to facilitate walk-in consultations. Patients wishing to contact the team can use the following methods:

• Phone: 416-469-6096, please leave a message
• Email: @email 
• Fax: 416-469-6559
• Mail: Patient Relations Office, 825 Coxwell Avenue, Toronto, ON, M4C3E7

Thank you for your understanding.

How Patient Relations Supports You

There may be times when you, a family or community member needs help to find information or voice a concern. If your healthcare team is unable to help, our patient relations consultant is available to assist you.

The consultant can help you by: 

• listening to your concerns
• reviewing reasonable follow-up options with you 
• explaining hospital policies and procedures 
• setting up meetings with you, your family members and the appropriate healthcare team members
• answering questions about services at the hospital
• facilitating a chart review 

Please note that we are unable to provide personal health information for any patient without their consent. In most cases, we will need the patient’s permission before following up on concerns about their care.

Walk-ins are accommodated when possible. Appointments are usually available on the same day.

Sharing your concerns in hospital

If you are a patient or family member of a patient currently receiving care within the hospital, and you have a concern:

• Speak with a member of your healthcare team
• Discuss your care with your primary care physician
• Ask to speak with the Charge Nurse, Team Leader, Supervisor or Unit Manager
• Call or visit the Patient Relations office if the other options were not helpful

Sharing your concerns after hospital

If you are a patient or family member of a patient who has previously received care at Michael Garron Hospital:

• Call to talk about your concerns or make an appointment with Patient Relations to discuss in person
• Send an email or letter detailing your concerns

We will respond by the same method you have used to contact us, usually within one business day.

Patient Belongings

MGH does not take responsibility for any lost or misplaced patient or visitor belongings.

The hospital recommends that patients avoid bringing belongings with them to MGH. This includes, but is not limited to, cash, jewelry, keys, watches, belts, clothing, and footwear. Patients are also responsible for items they need on a daily basis, such as glasses, hearing aids, dentures, and medications. Where possible we suggest that patients pass their belongings to a friend of family member for safekeeping.

To keep personal belongings safe, we recommend that patients, caregivers, or family members:

• Label items whenever possible
  • Check with your denture provider about the options available for labeling dentures
• Bring an appropriate storage container for their belongings and ensure it can be accessed daily
• Never leave dentures, hearing aids, glasses or phones on the meal tray. 
• Check the tray table, bedside table, and patient locker for belongings when transferring rooms or being discharged home
• Ask staff to return any medications brought to hospital

If you have lost your belongings while at the hospital, we will do our best to help locate them. Please report the missing items to the unit/area Manager immediately. If you have already left the hospital, please contact Patient Relations to coordinate a search.

Your Patient Relations Team

• Lisa Muc, Patient Experience Specialist
• Sarah Bingler, Patient Education Specialist
• Sarah Coppinger, Manager, Patient Experience & Relations