Patient feedback

NL Health Services created the MyVoiceNL program to collect feedback and measure experience of care across our services. Through surveys, we learn about our patients’ experience of care and understand our strengths and areas for improvement. As part of our commitment to foster a learning health and social system, we use the results to support planning and quality improvement projects.

The Patient Relations Office is here to listen to your experiences. Whether you have compliments, concerns or suggestions, we will follow-up and make sure you get the support you need. We can also help you navigate the health-care system and answer any questions you have. 

Social media and patient feedback

To protect privacy and personal health information, NL Health Services does not respond to patient complaints or concerns shared on social media.

If you have feedback about your health-care experience, we encourage you to contact the NL Health Services Patient Relations Office as outlined below, where concerns can be reviewed confidentially and appropriately.

If you see a social media post from someone sharing a health-care experience related to NL Health Services, you may wish to direct them to the Patient Relations Office for support and resolution.

• Did you have a positive experience?
  We appreciate hearing about positive experiences. If something went well, let us know so we can recognize the staff involved. Hearing about these individual experiences also helps us understand what we are doing well.

 

• Do you have concerns or complaints about your experience?
  If you have concerns or complaints, we want to hear from you. We will work to address your concerns and resolve the matter. Your feedback also help us improve.

 

• Do you have questions about your health care?
  If you have questions about your health care, we are here to help. We want to understand your questions and connect you with the right resources to guide you on your health-care journey.

 

Patient Relations Office Contact

 

• Telephone: 1-844-776-4400
• Email: patient.relations@nlhealthservices.ca

 

We make every effort to respond to initial calls and emails within three business days, Monday to Friday, during regular business hours.

If you have feedback to share, please follow these steps:

1. Talk to the health-care provider who is delivering your services.
2. If you are not satisfied, ask to speak with the area manager or supervisor.

 

Please contact the Patient Relations office if you require further assistance. You may complete the form below or contact the Patient Relations office(s).

What to expect when you share your feedback

If you share a compliment, we will:

• Share the feedback with staff or program involved.
• Recognize their good work.

 

If you share a concern or complaint, we will:

• Acknowledge your feedback and start an investigation.

• Respond to you as soon as possible.

• Work to find a solution. If you are not satisfied with the response, we’ll review the decision with you.
• Look for ways to improve the quality of care.

 

If you have questions about your health care, we will: 

• Seek and provide the information you need and connect you with the right resources.