At Osler, we are committed to people-centred care. This means we are invested in the overall wellbeing of individuals, families and our community with a focus on compassion and the shared experience of human needs and preferences. We will partner with you, your family and caregivers as well as people within our neighbourhoods to:
- listen, understand and respond to every person's unique needs and perspectives;
- provide information and education to support individual, group and community empowerment and confidence and
- enact shared decision making towards shaping new policies, plans and integrated services.
We invite you to explore some of the many ways we are bringing this commitment to life:
Patient Declaration of Values
We are proud to share our Patient Declaration of Values. This statement was co created by the Osler Patient and Family Advisory Council (2020) in collaboration with over 500 other community members. A Patient Declaration of Values is an affirmation of patient rights, responsibilities but most importantly a promise of what we will generate together, as patients, families/caregivers along with providers of service in the spirit of being people centred:
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Patient and Family Advisory Council (PFAC) |
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Our Patient and Family Partners collaborate with clinicians and leaders to provide insight and clarity about what matters most during a care experience as well as they inform improvements in program services, policy and planning for the hospital. Our patient and family engagement is grounded in the Health Quality Ontario (HQO) Patient Engagement Framework which encourages a range of engagement strategies from consultation with patients and families to deliberation onwards including co-design and shared decision making. Learn more about our PFAC and how you can get involved. |
Patient experience feedback options |
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At Osler, capturing the voices of patients and their families/caregivers is critically important to us. When you provide us with feedback, we will listen carefully and use your unique perspective to learn from and make change. Feedback about your care and experience while in hospitalWhile you are in the hospital and you have a comment, concern or compliment – your physician, nurse, or clinical services manager or delegate will be most knowledgeable about any concerns you may have and will be able to respond quickly. They are also happy to hear about what went well. Feel free to ask for their names or contact information. Feedback about your care and experience after you leave the hospitalThe Patient Experience Office offers you a neutral space for you to share your feedback, compliments, suggestions or concerns about your experience at Osler after you have left the hospital. You can contact our Patient Experience representatives by telephone, email, via our website or by mail:
Patient Experience office hours:Monday to Friday: 8:30 a.m. - 4:30 p.m. (closed on weekends) |
Our patient relations process |
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We are committed to acting in accordance with the Excellent Care for All Act (ECFAA) in providing a timely, impartial and professional patient relations process. The Patient Experience office will work with you to respond to your feedback and offer assistance in resolving issues or concerns. When you contact us about your experience, we will:
Your feedback is very important to us. Our Patient Experience office works to:
We realize that resolution is often a subjective perspective. We will do our best within internal resources and our ability to contribute to a complaint resolution. Should you remain dissatisfied, we will assist you to refer your complaint elsewhere, up to and including the provincial Patient Ombudsman office. |
Patient experience surveys |
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If you have a hospital stay at Osler, we may contact you to ask about your experience.
However you share your experience with us, thank you for your feedback. We are always interested in learning how we can serve you better. |
Our patient experience framework |
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At Osler, you are a valued partner in your care experience. We are here to support you, empower you and help you manage your health. Our comprehensive patient experience framework includes the following commitments: LeadershipLeadership at all levels of the organization demonstrate a culture focused on people-centred care. Our leaders strive to ensure this is practiced everywhere in our hospitals. StaffThe hearts and minds of our staff, physicians, volunteers and students are fully engaged. Reliable careWe deliver effective, reliable, efficient care 24 hours a day, seven days a week. Evidence-based careOur clinical team instills confidence by providing collaborative, safe and evidence-based care. Respectful partnershipEvery interaction is anchored in a respectful partnership that anticipates and responds to your preferences and needs. |
MyChart |
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As an Osler patient, you can securely access your clinical health information online through the MyChart patient portal. Learn more about the benefits of MyChart and how to register. |
Family presence and visitation policy |
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At Osler, we understand the importance of visiting friends and family in the hospital. We are committed to a safe and positive visiting experience for our patients, their visitors, our staff and everyone in our facilities. Learn more about our visitation policy, including how you can help keep everyone healthy and safe while visiting William Osler Health System. |
Lost and found |
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If you have lost an item, please call our Security team to see if it has been turned in. You may also want to contact the specific unit where you left your item.
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Quality of care reviews |
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If yours or a friend's or family member's experience is undergoing a quality of care review, the Patient Experience team is here to support you during the review process. Please be assured that as a learning organization, we are keenly interested in your participation and feedback. The Patient Experience office supports patients and families in understanding the cause, contributing factors and recommendations from a Quality of Care Committee Review (QCCR). We bring forward the patient and family perspective to the QCCR meeting; and we also facilitate a meeting to review the findings of the QCCR with you and those you wish to invite along with the relevant clinical leadership team. |
