Tuesday, 19 March 2013

You can help make MAHC better

At Muskoka Algonquin Healthcare, patients are always our top priority. It is our goal that the patients we see each and every day are receiving the best care possible in a safe environment.

We are always looking for ways to improve the services offered to our patients, which is why we have begun to develop a customer service excellence program. In addition to training our staff and implementing programs to improve our service, we also welcome feedback from our patients and their visitors – positive or negative.

If you have a concern about your care or the care of a loved one, your first approach should be engaging your health care team. Speak to one of the doctors, nurses or other health care professionals directly involved in providing the care about any concerns you have. Good communication with your health care providers is essential and helps to ensure the highest quality of care.

If you are unable to resolve your concerns with your health care team, you can ask to speak to the manager or shift leader and have them help you find a resolution. You also have the option of contacting the administration at any of our sites, either over the phone or in writing.

If a serious issue arises with the wellbeing of one of our patients, be assured that we provide full disclosure of the events and repercussions of the incident. We plan meetings with the patient and the patient’s family to review what happened and what steps will be taken to correct the problem in a transparent manner.

MAHC is also committed to the highest standards of professional, ethical and legal behaviour by employees, medical staff, volunteers and students and has a whistleblowing policy to handle complaints associated with a breach of professional, ethical, financial or legal behaviour.

At MAHC, all feedback is greatly appreciated and we take every compliment and complaint seriously. The information we get from you, our patients, helps us form our programs and policies to better serve you.

For more information about how you can provide feedback, please visit our website at www.mahc.ca.