Stevenson - Patient Experience Office

Patient Experience Office

Stevenson Memorial Hospital is dedicated to constantly implementing quality and safety initiatives to enhance our patients' hospital experience. Our top priority is the well-being of our patients, and we continually monitor and refine our services to ensure that our community has access to safe, high-quality care in a patient and family-focused environment.

The accountability we hold to our patients and community is paramount in earning your trust and building a reputation for excellence. Through our ongoing commitment to transparency, safety, and quality improvement, we aim to create an environment where our patients feel valued and supported throughout their healthcare journey. We believe that by consistently delivering exceptional care and services, we are not only meeting the needs of our patients but also exceeding their expectations.

Do you have a concern?

As a first step, we encourage you to speak directly with your care provider, team leader, or department manager to allow them the opportunity to work with you to resolve your concerns.

If required, the Patient Experience Office will work with you to facilitate your concerns and assist in a resolution.

When to contact the Patient Experience Office

To share your patient experience feedback
Have questions related to your care
Wish to share a compliment with your care team
Would like information related to SMH

How we can help

Assist in answering questions or concerns related to your care.
Provide assistance to reach a resolution
Ensure your feedback is shared with your care team and SMH leaders
When required, take action on your feedback to improve the services and processes at SMH

Our Process

Step 1

Once the Patient Experience Office receives your feedback, we will connect with you to ensure we understand all of the details.
Compliments will be forwarded to the applicable medical staff and SMH leadership.

If a concern/inquiry is related to a specific patient experience that requires a review, we must speak with the patient directly (or their Substitute Decision Maker/Power of Attorney, if incapable) to obtain their consent to access the patient’s information.

Step 2

We begin the review by communicating with the applicable staff, physicians, and leaders, as well as reviewing your patient record to better understand the background. The timeline for this step varies depending on the nature of the concern/inquiry.

Step 3

We identify the issues and work with you and/or those involved in your experience to identify the best resolution, obtain answers to your questions, and determine improvements in the delivery of service and care in the future.

What comes from our discussions with you?

The feedback you share does not simply get ‘filed away’- we work with SMH leaders, staff, and physicians to improve our patients’ experience. All of our patient feedback is documented and reported to senior management to help guide decision-making at SMH.

We want to hear from you

If you have a compliment or comment you would like to share with us about your recent visit to our hospital, please reach out to our Patient Experience Office at

T: 705-435-3377, ext. 2310
E: patientexperience@smhosp.on.ca

Patient Experience Surveys

You can provide your email address during registration, once your visit has been completed you may receive an email from our Patient Experience Survey vendor, requesting you to complete a short survey regarding your recent hospital experience. Emergency Department, Inpatient Medicine/Surgery, and Obstetrical patients are randomly selected, and no personal health information will be required or should be shared. We place a high value on your input to help us provide exceptional care, and we hope you will take a moment to let us know what we are doing right and where we need to improve. Your advice and feedback may directly impact the care and services we provide to future patients and families.