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Frequently Asked Questions (FAQs)
Department of Patient Advocacy

Q: How do I contact your Department?

 

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A:  The Department of Patient Advocacy can be contacted by:

  • Telephone: 613-798-5555 ext. 13377
  • Email: patientadvocacy@toh.ca
  • Mail:
    Department of Patient Advocacy
    The Ottawa Hospital
    Civic Campus
    1053 Carling Avenue, Box 133
    Ottawa ON K1Y 4E9

 

Q: What are your hours of operation?
A: Our office is open Monday thru Friday (with the exception of Statutory Holidays) from 8:00am to 4:00pm.  Our Patient Advocacy Coordinator responds directly to calls as they are received starting at 09:00.  If the Coordinator is on the phone when you call please leave a message and she will immediately call you back when finished with the other call. After hours please leave a message and one of our Patient Advocacy Specialists will contact you in follow up on the next business day.

 

Q: When should I consult the Department of Patient Advocacy?
A: The Department of Patient Advocacy receives, investigates and follows up on concerns, complaints and compliments that patients and their families may have about their care.  If you have questions or concerns about the care you or your family member is receiving your health-care team needs to know. We recommend that you discuss your questions or concerns first with a member of your health-care team, your nurse, your treating physician or the Clinical Manager. If after speaking to the staff involved in your care and to the Manager you feel your questions or concerns require further attention, please contact the Patient Advocacy Department.

 

Q: If I submit a complaint, how long will it take until a Consultant will get back to me?
A: Wherever possible, a Patient Advocacy Specialist will respond to you the same day or within one business day.

 

Q: How does your department ensure that my message of thanks gets to the right staff members?
A: One of the greatest rewards that doctors, health-care providers and staff can receive is praise and appreciation from their patients and/or family members.  Knowing that their efforts are recognized and appreciated is rewarding and professionally satisfying.  Your message is relayed to the manager of the program as well as any individuals you have specifically named in your message.

 

Q: Will my loved one’s care be affected if I raise a concern?
A: Raising a concern will not affect the care provided. We want to provide the safest, highest quality of care and service. Your feedback helps us with continuous quality improvement.

 

Q: If I have a concern or complaint about my care or the care of a family member during the evening or night time what should I do?
A: Please discuss your concern with a member of your health-care team, your nurse, or Physician.  If you feel your concern requires further attention, we would appreciate if you please leave a voice message or send an email to the Department of Patient Advocacy and we will contact you on the next business day.  Alternatively you may wish to consider asking to speak with the Clinical Administrator on Site as they provide Clinical Administrative coverage during the evening and night time.

 

Q: What will the Department of Patient Advocacy do to assist me with my concern about my care?
A: We are committed to working together with you and your health-care team with the goal of resolving your concern in an atmosphere of respect, compassion, confidentiality and fairness for all involved. In follow up to receipt of your concern, a Patient Advocacy Specialist will contact you, usually by phone, to fully explore the specifics of the concern and your expectations; and will explain to you the concerns management process.  The investigation of your concern may include discussing the specifics of your concern with the involved Physician and Clinical Manager, reviewing the relevant portions of your health record and making recommendations to involved parties for resolution of the concern. In closure of the investigation the Patient Advocacy Specialist will contact you, share the investigation findings and actions taken.

 

Q: Is it possible to meet with someone to discuss concerns about my family members care or do I have to write a letter?
A: We can certainly arrange to meet with you to discuss your concern. After having an opportunity to discuss with you what your concerns are we may recommend a further meeting direct with the health-care team and will facilitate for this to occur.

 

Q: If a concern arises during the evening, night or weekend hours and I want to speak with someone in management who should I contact?
A: Please call the main number of the hospital and ask to speak with the “Clinical Administrator on Site”. Alternatively you may leave a voice message with the Department of Patient Advocacy and a representative form our department will contact you on the next business day.

 

Q: How do I get information in another format?
A: If you have a disability and would like information in a different format, please ask us. We will work with you to create the format that’s best for you. We are happy to support the Accessibility for Ontarians with Disabilities Act (2005). Please send your request to accessibility@toh.ca or call 613-737-8899 extension 75535 or 75303.