Compliments and Concerns
Ross Memorial Hospital is committed to providing an exceptional experience for our patients and their families. We welcome your compliments, concerns or suggestions for improvement and encourage you to be involved in your care.
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What To Do If You Have A Concern
If you have a concern, please speak directly to your physician or care team member or ask to speak with the unit manager. The Quality and Patient Relations Office is also available to you for assistance.
The Quality and Patient Safety Office will support you through your experience at the hospital and assist you with questions or concerns. Whether you have a complaint, a suggestion or a compliment, we’d like to hear your feedback. Our goal is to improve safety and quality of care at Ross Memorial Hospital.
Quality and Patient Relations
Office hours: Monday to Friday 8:00am - 4:00pm (excluding Statutory Holidays)
When To Contact Quality and Patient Relations Office
- When you want to share a compliment
- When you want to give us your ideas or suggestions
- When you want to know more about your rights
- When you have concerns, or grievances, about services or interactions with RMH staff or physicians.
What We Can Do For You and Your Family
- Listen and be supportive
- Explain how things work and what you can expect from the hospital and the doctors
- Help everyone communicate better with each other – your family members, our staff and our doctors
- Respond to your concerns and help to sort out issues and problems
- Work with you and members of your health care team to help you understand your options and choose your next steps
- Ensure your feedback is shared with your health care team
Are you interested in becoming a Patient & Family Experience Partner?
Patient and Family Experience Partners (PEP) are volunteers who act as advisors to the Hospital Team and provide input to help decision-making when changes are underway.
Patients and their loved ones have a unique perspective of the care and service they receive during their hospital stay. That perspective is invaluable whether the experience was a positive one – or not. What would have made your stay more comfortable? What information would have been helpful? If you had to go through it again, what would you do differently – or wish the Hospital did differently?
These insights are helping the Ross Memorial to improve the way it delivers care, every day.
The Hospital currently has Patient and Family Experience Partners on several committees, including the Accessibility Steering Committee, and the Quality, Safety & Risk Council.
We are always looking for interested PEPs. Involvement may include having a long-term presence on committees, or it could be a short-term commitment involving the completion of surveys or the review of Hospital information to be sure it is clear and reader-friendly.
Submit the completed application forms to the RMH Auxiliary’s Director of Volunteer Services via the Information Desk in the Hospital’s main lobby, or email them to firstname.lastname@example.org.
Patient and Family Experience Partners will go through an interview process, including criminal record check, and orientation to understand Hospital policies, such as the promise to protect patient privacy. PEPs must have been patients, or family members of patients, within the last five years.