Patient Relations

Orillia Soldiers’ Memorial Hospital is committed to providing the highest quality care that reflects our values of integrity, caring, respect, participation and accountability.

Consistently achieving high quality care requires ongoing assessment and improvement, which is why our hospital strongly values the feedback we receive from patients and their families. Whether its compliments or complaints, your feedback enables us to identify areas of concern and focus our improvement efforts so that we can continually enhance the quality of care we provide.    

If you have questions or concerns about the care you or your loved one has received, or if you have a concern about safety, we want to know about it.

How can I express my concerns? 

1. The first step toward voicing your concerns is to bring the issue to the attention of those closest to your care; the nurses, physicians or other staff looking after you.  In many cases, these individuals will have the greatest knowledge about your situation and will be able to respond to your concerns quickly and efficiently.
2. If you are unable to resolve your concern at the point of care, ask to speak with the manager of the unit or service area that you are/were located.  The manager will contact you and set up at a time that is convenient for the two of you to discuss your concerns.
3. If you remain unsatisfied after speaking with the department manager, you may consider bringing your concern to one of the following areas:
   
   Patient Care Services
   Tel: 705-325-2201 ext. 3239
   Email: patientcareservices@osmh.on.ca
   
   Medical Affairs Office (physician related inquiries)
   Tel: 705-325-2201 ext. 3480
   Email: medicalaffairs@osmh.on.ca
   
   Office of the President and CEO
   Tel: 705-325-2201 ext. 3203
   Email: ceo@osmh.on.ca

What form should my complaint take? 

You can submit your concerns in whichever method you are most comfortable, including:

• Verbally – in person, or via telephone
• In Writing – Via email , or postal mail (see mailing address below)

What happens to my complaint? 

If a complaint is received by letter, email or through voice-mail, we will acknowledge receipt of the complaint within 2 business days. Complaints registered in person or over the phone are acknowledged at the time they are received. After your complaint is received, the information you provided will be documented and forwarded onto the appropriate individuals for investigation.

How long will it take to resolve my complaint? 

OSMH will work with you to resolve your complaint as quickly as possible.  The length of time it takes to investigate/resolve a complaint can be influenced by the complexity of the issue and the number of individuals involved in the investigation. You may be contacted during the investigation process for updates, or to provide additional information or clarification.

How will I be advised of the resolution/outcome of my complaint? 

Once your complaint has been resolved or closed, you will be contacted by the individual leading the investigation

What if I have a compliment or good story to share?

We’d love to hear from you. Please send it to us and we will distribute to the appropriate individuals. Be sure to include your contact information as we may seek your permission to share your story more broadly. 

Contact Information

Orillia Soldiers’ Memorial Hospital

170 Colborne Street West

Orillia, ON L3V 2Z3