Patient Relations

We welcome your experience feedback and offer patients and their families a way to share compliments, ask questions or raise concerns about the care they received at KHSC. 

Patient Relations receives feedback by phone, or email
Phone:  613-549-6666 x4158 
Toll Free: 1.800.567.5722 ext. 4158 
Email:  @email 

Our office hours are Monday to Friday from 8:00 a.m. to 4:00 p.m., excluding statutory holidays. Given the volume of patient experience feedback received, we strive to acknowledge correspondence within 2-3 business day(s).

What the Patient Relations team does:

  • Receives patient and/or family feedback. 

  • Acknowledges feedback in a timely manner.  

  • Confirms patient’s consent. 

  • Documents the feedback. 

  • Shares feedback with the most appropriate person(s). 

  • Facilitates communication and resolution. 

When should you contact Patient Relations: 

  • When you want to give us your ideas or suggestions 

  • When you would like to share a compliment 

  • When you or your loved one have a care concern   

  • When a concern is not resolved by your healthcare team 

What you should do if you have a concern? 

If your concern has to do with your patient care experience, we suggest the following: 

Step 1- Talk to a member of your healthcare care team

  • Your care team knows you best 

  • Discussing your questions or concerns may resolve any issues right away 

  • You can also ask the manager or supervisor for help 

  • Tips for communicating with your care team

    If you are a patient or family member of a patient and have a concern, please consider speaking directly with the care team.  These tips might help to make conversations about your concerns or needs more effective:  

    • Write down your key concerns and desired goals. Prepare what you want to say to stay focused on the issue that is important to you. If the conversation veers off track, bring it back to your key concerns. Have someone attend with you. Take notes. 
    • Listen, respect and consider other people's perspectives.
    • Show and expect mutual respect through tone of voice, body language and the language you sue
    • Ask questions if something is not clear, summarize your understanding of the conversation to avoid any miscommunication and ask about next steps.
Step 2- If your concern is not resolved, contact Patient Relations 

Phone:  613-549-6666 x4158 

Toll Free: 1.800.567.5722 ext. 4158 

Email:  @email 

What you should include in your email:

  • Full name.
  • Date of birth.
  • Date care was provided.
  • Best way to contact you.
  • Short description of your concern.

By Mail:  
Patient Relations  
Kingston Health Sciences Centre 
76 Stuart Street 
Kingston ON K7L 2V7 

What can you expect after you bring forward a concern?
  1. Feedback is sent by phone, email or mail.
  2. Patient Experience Specialist receives and acknowledges patient feedback and establishes consent. 
  3. Collaborates with patients and/or family to understand feedback. 
  4. Collaborate with the program, leadership and/or physicians to address feedback and share feedback.
  5. Facilitate communication and work towards resolution.

What are the steps when a patient or family provides feedback -  printable card

Patient Relations is not involved in:

  • Scheduling appointments, procedures or surgeries. 

  • Discharge planning decisions. 

  • Plan of care clinical decisions. 

  • Billing issues. 

Refer to the frequently asked questions (FAQs) below to know where to go for next steps: 

Right Place, Right Care 

KHSC has created a guide to the many different health services in our community. Find alternate options for care in our Right Place, Right Care guide.  

Medical Costs & Payment

To discuss costs associated with care, accommodation, health insurance, or to make payment arrangements, call the Accounts Receivable Office at 613-548-2362, Monday to Friday from 8:00 a.m. to 4:30 p.m.  For additional questions, please refer to Billing and expenses.

Personal Health Information   

Request medical records from the Release of Information Office at 613-549-6666, ext. 6800 or @email, Monday to Friday from 8:00 a.m. to 4:00 p.m. Learn more about accessing your health information, associated fees and the schedule for release My Health Care Information. 

To update or change your contact information, please call Admitting at 613-549-6666, ext. 1221   

Lost & Found

If you were an inpatient, contact your discharging unit as soon as possible to inquire about lost personal belonging(s). Alternatively, call the Protection Services Office at 613-549-6666, ext. 4218. 

Referrals

All specialist appointments are by referral only. If you have a family doctor, you will need to request a referral through them. If you do not have a family doctor, please refer to our Right Place, Right Care guide.

Finding a Family Doctor 

To find a family physician accepting new patients, register with Health Care Connect.