Should a concern about your experience arise, we first suggest you discuss your concern with members of the care team.
Feedback
Muskoka Algonquin Healthcare is committed to providing outstanding integrated health care to our communities. An important part of this commitment is receiving feedback from the patients and families that we serve verbally, in writing, and through patient experience surveys. This feedback helps us to continuously improve the quality of our patient care and services. Thank you for providing us with the opportunity to examine the care we provide and for partnering with us to continuously improve the care and services we deliver.
Share Your Story
We welcome your feedback regarding your experience at MAHC. Hearing directly from patients and families not only helps us stay connected with you, but is also tremendously meaningful to the staff, physicians and volunteers involved in your care. Share your story with us and thank your care provider or inspire others who may face the same care issues.
Raising Your Concern
The best approach is to begin with the people on your care team - your nurse, doctor, or other care provider. Most issues can be resolved quickly at the point of care. The professionals on your care team know you best and are well positioned to assess and respond to your health care needs and concerns. Good communication with your care providers is essential and helps to ensure the highest quality of health care.
If your concern cannot be resolved at the point of care, MAHC is committed to working with you to find a reasonable resolution in a timely manner by following a formal process. Help us improve, by raising your concern(s) or providing us with suggestions.
My concern cannot be resolved at the point of care, what do I do?
You are welcome to talk with the supervisor or manager in the care area who can help facilitate a resolution. As a further alternative, you can contact our Patient Ombudsman either by phone, e-mail, or in writing using the contact information provided above. You will be contacted within 24 regular business hours to discuss your concern in more detail and to explain the next steps in the process.
An appropriate member of the Leadership Team will be designated to work with you toward a common goal of reaching a reasonable resolution to your concern. This person will be responsible for coordinating the review of your concern and act as your ongoing point of contact. The time needed to review a concern varies (some reviews can last several months), but you will receive regular updates throughout the process.
How do I contact the Patient Ombudsman?
E-mail: patientombudsman@mahc.ca
Huntsville District Memorial Hospital
100 Frank Miller Drive, Huntsville, ON P1H 1H7
Attn: Patient Ombudsman
Phone: 705-789-2311 ext. 6628
South Muskoka Memorial Hospital
75 Ann Street, Bracebridge, ON P1L 2E4
Attn: Patient Ombudsman
Phone: 705-645-4404 ext. 6628
What if I don't want to give my name?
For the most comprehensive service, it is best to provide your name and a daytime contact number. You may contact us anonymously, but without contact information MAHC is limited in responding to your concerns.
Will my health care be affected if I raise a concern?
MAHC views identified concerns as a learning opportunity. From your feedback we can learn how to improve the delivery of care and service. Raising a concern will not have a negative effect on the care you receive at MAHC.
Will you protect my privacy and confidentiality?
In order to address your concern, we will need information about the patient and the care or service that concerns you. Your privacy will be protected at all times. MAHC has a legal responsibility to ensure that all personal health information collected, used and disclosed by MAHC or its staff shall be treated in accordance with the Personal Health Information Protection Act (PHIPA). Ideally, we will work directly with the patient or with someone (usually a family member) who has the patient’s consent to receive personal, confidential information about them. For more information about privacy at MAHC, please visit the Privacy section of our website.
Whistleblowing
Muskoka Algonquin Healthcare is committed to the highest standards of professional, ethical and legal behaviour on the part of its employees, medical/dental staff, volunteers and students.
Any person, who becomes aware of a breach of professional, ethical, financial or legal behaviour, or contravention of any policy governing the conduct of persons associated with Muskoka Algonquin Healthcare, or attempt to conceal any such breach or contravention, is responsible for reporting this immediately.
Muskoka Algonquin Healthcare's Whistleblowing policy outlines the expectations and process by which any Whistleblowing complaint is handled.
How to submit a complaint
All complaints can be submitted confidentially or anonymously to the Compliance Officer by any of the following methods:
By Telephone
The Whistleblower Hotline is available at all times at 705-789-2311, ext. 3110 and is accessed exclusively by the Compliance Officer. The Compliance Officer is responsible for checking the hotline on a weekly basis.
By Email
The e-mail address to which complaints may be forwarded and which is accessed exclusively by the Compliance Officer is compliance.officer@mahc.ca.
By Mail
Complaints may be submitted in a sealed envelope marked "Private and Strictly Confidential - Attention: Compliance Officer - Muskoka Algonquin Healthcare" by regular mail or other means of delivery. Please send your complaint to:
Huntsville District Memorial Hospital Site
100 Frank Miller Drive, Huntsville P1H 1H7
South Muskoka Memorial Hospital Site
75 Ann Street, Bracebridge P1L 2E4
Contact Us
Huntsville District Memorial Hospital Site
100 Frank Miller Drive, Huntsville, ON P1H 1H7
Phone: 705-789-2311
Fax: 705-789-0557 (administration)
South Muskoka Memorial Hospital Site
75 Ann Street, Bracebridge, ON P1L 2E4
Phone: 705-645-4404
Fax: 705-645-4594 (administration)
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