Patient Experience
Patient Rights and Responsibilities
Click Here for the French printable version of the patient values.
As a patient, you have the right to:
- Be treated with respect, dignity and independence.
- Effective communication, information and education.
- Be fully informed about your treatment options.
- Make an informed choice and give informed consent to your treatment.
As a patient, you are RESPONSIBLE for:
- Actively participating/partnering in your care.
- Communicating with your healthcare team.
- Treating others with dignity and respect.
- Keeping yourself and everyone safe.
To address unresolved concerns, answer questions, provide suggestions or share compliments,
please contact:
Taryn McGregor-Van Hooren
Patient Relations Specialist
Phone: 519.352.6400 x 6418
Fax: 519.436.2535
Email: patientrelations@ckha.on.ca
Mail: Attention: Patient Relations
Chatham-Kent Health Alliance
80 Grand Ave. West
P.O. Box 2030,
Chatham, Ontario N7M 5L9
Patient & Family Centred Care
Patient & Family Centred Care is a philosphy where patients and their families are partners in the planning and decision making for their care and treatment. CKHA is committed to providing quality patient and family centred care. Receiving feedback from patients and families helps us to improve the quality of care and services we provide. As a partner in your care, we want to hear from you about what we do well and suggestions on how we can improve the care and services we provide.
Patient Role & Safety
Patients are Partners for Safer Healthcare
One of the contributing factors to receiving the best healthcare is to be an active member of your healthcare team. This means taking part and being involved in every decision about your care. This also means asking a member of your healthcare team if you have questions so that you can make informed choices. It means coming prepared for your medical treatment and knowing what to do when you get home. Here are a few simple tips to help you through your hospital experience:
- Ask your doctor or nurse if you have any questions or concerns about your care.
- Bring all of your medications with you when you come to the hospital, including all prescription and non-prescription medications, complementary and herbal supplements. You will not be taking your own medications while in hospital, but this will help your healthcare team ensure your medications are ordered accurately.
- Be sure to tell your healthcare team about your past illnesses, your current health condition, and any past allergies or reactions to medications or food.
Patient Rights and Responsibilities – Additional Information
You may be asked to sign a consent form for certain tests, procedures and treatments. Before signing, make sure you know and understand the benefits and risks. This is informed consent. If you have any questions or would like additional information before signing, talk to your doctor. You have the right to refuse treatment. You also have the responsibility to disclose all symptoms and changes in your condition to your caregivers and to follow their instructions regarding treatment.
Please appoint a family spokesperson. This person can take on the task of calling the nursing station for information and passing news on to the rest of the family. You are also urged to consider Advance Care Planning. For more information about advance care planning speak to your healthcare provider or visit www.advancecareplanning.ca.
Advance Care Planning can help you set in place a:
- Substitute Decision Maker (SDM) – a person who is authorized to give consent and make treatment decisions on behalf of an incapable person.
- Power of Attorney for Personal Care – the document used to name in advance your substitute decision maker for personal and healthcare decisions.
- Conversation with your SDM and healthcare providers around your values and wishes regarding life-sustaining treatment.
If you have any documentation about your wishes or have named a Substitute Decision Maker, please provide a copy to your caregiver for your chart.
Patient Relations
Patient relations is a process that provides a way to track the quality of the patient experience. It is a way to identify opportunities for improvements to better meet the needs and expectations of patients and their families. Patient relations is the responsibility of all staff and physicians at CKHA. Wherever possible, concerns of patients and families should be addressed at the point of communication. We also have a patient relations service available to work with you and your healthcare team to help address unresolved concerns, answer questions or forward suggestions or compliments to the appropriate people or program.
Contact Patient Relations:
Taryn McGregor-Van Hooren
Patient Relations Specialist
Phone: 519.352.6400 x 6418
Fax: 519.436.2535
Email: patientrelations@ckha.on.ca
Mail: Attention: Patient Relations
Chatham-Kent Health Alliance
80 Grand Ave. West
P.O. Box 2030,
Chatham, Ontario N7M 5L9
Compliments:
We always appreciate hearing a good story or compliment about your patient experience. If you feel a certain aspect of your hospital experience was exceptional, or you wish to recognize someone, please let us know. You can write, email, or call Patient Relations and we will share your comments or story with those being recognized. You can also submit your comments by filling out the “We’re Listening” online form.
Patient Advisors
At the Chatham-Kent Health Alliance (CKHA) our Mission is: Together, Growing a Healthier Community. The “together” includes everyone: CKHA staff, physicians, community partners, and especially CKHA’s patients and their care partners. We know that to truly live our mission, we must collaborate with our patients and their families and learn from the knowledge that comes from their lived experiences.
Since 2013, Patient Experience Advisor volunteers have been influencing CKHA’s policies and practices; creating exceptional healthcare experiences. These efforts help to ensure CKHA continues to offer Patient Family Centred Care and is responsive to the needs of the people, families and communities we serve. Patient Experience Advisors have the opportunity to influence meaningful change by:
- Attending meetings and becoming members of committees or councils
- Participating in working groups for improvement projects
- Sharing their health care stories
- Contributing opinions and perspectives based on their lived healthcare experiences
Patient Experience Advisors are individuals with lived experienced as patients and/or family members of patients at CKHA. We are:
- Interested in making a positive difference
- Comfortable sharing information about their experiences in ways that others can learn from
- Able to listen to and hear differing options
- Able to think constructively and problem-solve
- Willing to work alongside CKHA staff, physicians and leaders in a respectful and professional environment
- Able to dedicate a minimum of 4 hours per month (understanding time commitments will vary with projects and programs)
- Committed to patient confidentiality
The Patient Experience Office is actively seeking volunteers to join the Patient Experience Advisor Team!
Apply online to be a Patient Advisor through our online form or use the printable application.
Your opinions and feedback matter, send us your comments, questions and concerns.