Patient Feedback

How Can You Take Part in Your Care at KMH?

Share Information

Let us know what matters most to you. Share your experience, preferences, and any concerns or needs you may have. Let us know if a caregiver or family member should be included in your care.

Ask Questions

Whether it's about your diagnosis, procedures, or treatment plans, we want you to feel informed and confident. Don't hesitate to ask questions about anything you don't understand or need more clarity on.

Collaborate With Your Team

Work with us to ensure your diagnostic care is tailored to your physical and emotional well-being. Please share or discuss ways in which we can support you in preparation for, during, and after your visit.

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Patient Feedback and Resolution Process

At KMH, we see you as a person first. Together, we strive to deliver care that respects your individuality and supports your health.

1. Definitions

Complaint / Concern: Refers to dissatisfaction, worry, or anxiety about the care or service received.

Compliments: Positive feedback regarding a patient's experience with a specific staff member or healthcare team, deserving recognition.

2. Our Approach

Encouraging Open Communication: We promote open communication and continuous quality improvement within our clinical teams.

Consent for Investigation: To protect patient privacy, we require written or verbal consent from the patient, providing their full name and contact information, before initiating any investigation or assistance.

Options to Share Feedback

• On-site communication: Share your feedback with a member of your healthcare team while on-site.
• Patient experience survey: Provide your email to complete an electronic survey.
• Contact us: Call 905‑855‑1860 or submit a form to speak with a team lead/manager.

3. Handling Concerns / Complaints

• Receiving patient consent: Upon receiving the patient's consent, the concern is brought to the attention of the appropriate team lead, manager, or physician.
• Timely acknowledgment: We promptly acknowledge the patient's concern within 5 business days via email or telephone.
• Internal investigation: The concern undergoes a thorough internal investigation and assessment.
• Remedial training: We implement additional training if necessary to address any issues raised.
• Continuous monitoring: We continually monitor and assess the situation to ensure resolution.

We aim to acknowledge your concern within 5 business days and provide a resolution within 10 business days where possible.

4. Flexibility

Customization: This process serves as a guideline and can be adapted to meet individual situation needs.

Resolution Time-frames: The time frames for resolving complaints may vary depending on severity and complexity. Complaints will be investigated, resolved (where possible) and a response provided to the patient within 10 business days upon consent from the complaint. If the complaint cannot be investigated and resolved within 10 business days, we will provide a date when the complainant can reasonably expect a resolution.

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Patient Ombudsman of Ontario

If you are not satisfied with the resolution of your concern, you may contact the Patient Ombudsman.

• Toronto: 416‑597‑0339
• Toll‑free: 1‑888‑321‑0339
• Fax: 416‑597‑5372
• Email: [e-mail]