Each year, the Patient Relations department produces an annual report. This report captures all of the feedback (good and bad) we receive from our patients and families throughout the year and helps to identify problem areas and system issues to our leadership.
Below are some of the highlights from our 2014/14 report:
This year we had 3754 cases at Patinet Relations.
1613 of those were complaints and 600 were compliments. The remainder were inquiries, consultations and pre-emptive calls.
55% of our cases were resolved within 3 day’s time and 74% were resolved within one week.
The majority of our complaints are related to the areas of the hospital which treat the highest volume of patients. The same goes for our compliments. This is consistent with previous years.
We hope that by sharing our patient/family feedback, we can improve our practices and services at UHN. Thank you to everyone who has assisted us in resolving our patient’s concerns.