Patient Care
Share Your Feedback
Tell us what worked and what did not. Feedback is read by the quality team, mapped to the department concerned and used to change how the hospital runs.
Why we ask
A hospital cannot see itself. Staff know the clinical outcome of a case; they very often do not know that the family waited two hours without being told why, that the discharge instructions were explained too fast to follow, or that the night nurse was the only person who made the whole admission bearable.
You are the only source for that information. Feedback is not a formality collected at discharge and filed. It is read, it is attributed to the department and shift concerned, and repeated patterns are taken to the quality and patient safety committee for corrective action.
Positive feedback matters as much as criticism. When a family names a nurse, a technician or a housekeeping staff member who did something well, we tell that person and their supervisor. In a demanding job that is not a small thing.
What is most useful to tell us
Specific feedback changes something. General feedback, however warm or however angry, usually cannot be acted on.
- Whether the diagnosis, the plan and the risks were explained in a language you follow
- Whether you knew who the responsible consultant was and could speak to them
- How long you waited — for a consultation, a report, a bed, an ambulance, a discharge — and whether anybody explained the delay
- Whether the cost was explained before it was incurred, and whether the final bill matched what you expected
- Cleanliness of the ward, room, washroom and common areas
- How nursing, housekeeping, security, billing and pharmacy staff behaved towards you
- Whether the discharge instructions and medicines were clear by the time you reached home
- The date, the department, the ward or counter, and the time of day — without these we often cannot identify what happened
What happens to your feedback
- Received and logged
Every submission is logged with a reference, whether it arrives through this form, a feedback box in the ward, or a conversation with the duty manager.
- Routed to the department
It is sent to the head of the department, ward or service concerned, along with the date and shift so that the right people see it.
- Reviewed for a pattern
The quality team looks for repetition. One comment about a delay is an incident; ten comments about the same delay is a process problem, and process problems get fixed rather than explained.
- Acted on
Corrective actions range from an immediate conversation with an individual to a change in staffing, signage, a counter workflow or a protocol. Safety-related feedback goes to the quality and patient safety committee.
- Answered
If you have given contact details and asked for a response, someone from the hospital contacts you. If your feedback names a staff member positively, we make sure they hear about it.
Feedback that names a person or an incident is treated confidentially and will never affect the treatment the patient receives. You may give feedback anonymously, though we then cannot come back to you for the detail that usually makes action possible. If you want a reply, leave a mobile number that is reachable and say so. Feedback that raises a safety concern is escalated the same day rather than waiting for a review cycle.
If feedback is not the right route
Some things need a different process. These are the alternatives.
A complaint you want formally answered
Use the grievance process, which carries acknowledgement, an escalation ladder and a committed response, rather than the feedback form.
OpenA copy of a record or a report
Records, summaries, reports and bill copies are issued through the medical records process, not through feedback.
OpenA question about a charge
Ask for an itemised bill and have the entry explained at the billing counter; escalate from there if you are not satisfied.
OpenSomething happening right now in the ward
Do not use a form. Tell the nurse in charge or ask for the duty manager, who is available at all hours.
OpenSend your feedback
Include the department, the date and the ward or counter if you can. If you would like a response, leave a contact number that is reachable.
Not sure which department you need?
Share your symptoms and the appointment desk will route you to the right consultant. For anything sudden or severe, do not wait for a callback — come to the emergency department.