Share your Feedback

Complaints and Feedback

Ontario Shores Centre for Mental health Sciences wants to hear about your experience.  Your feedback can tell us what we’re doing well and what we need to improve. 

Patient Experience Advisors at Ontario Shores listen to your feedback, answer your questions, and try to resolve your concerns.  We encourage you to ask questions and raise your concerns directly with the staff who provide the care or service, as much as possible. This way, you don’t have to repeat your story and can receive a response right away. 

If you are unable to ask directly, or if having done so has not met your expectations, please contact our Patient Experience Advisors. Your request will be acknowledged promptly and you will be kept up-to-date on developments as they address your question or concern.

Patient Experience Advisors will forward your feedback to the right person to help resolve it.  If you provide a compliment to a particular person or staff member, the Patient Relations Advisors will ensure they hear about it.  If you have a suggestion, it will be directed to the right area for consideration. If you express dissatisfaction, your feedback will be directed to the right area, closest to where the care was provided, so that your concern can be reviewed and improvements are made.

You can leave anonymous feedback and we will include it in our trend analysis and planning, but we will not be able to contact you for more details.  Patient Experience Advisors keep track of all feedback received and create an anonymous summary report for our Quality committees and service areas to consider when planning their improvements.  This way, your feedback informs our initiatives to improve the patient and family experience. 

You may complete a Complaint and Feedback Form and deliver it to our Patient Experience Advisors via mail, email, or in person.  

For more information on the Complaint and Feedback Process see our pamphlet "Patient Experience: Help Us Improve, Provide Your Input".

To Contact Us

In person
Building 3 Level 1 Room 3-1072

Office Hours
Monday to Friday - 8:30 a.m. to 4:30 p.m. (excluding Holidays)

Outside of office hours
Please leave a message and we will return your call within 3 business days.

By phone
Contact Patient Experience Advisors at 905-430-4055 ext. 6703.

By mail
Quality, Patient Safety, Patient Experience Department
Attention: Patient Experience Advisors
Ontario Shores Centre for Mental Health Sciences
700 Gordon Street, Whitby ON L1N 5S9

By email
PatientExperience@ontarioshores.ca

Fax
905-430-4059


Patient Experience Surveys

Patient feedback is very important to help us plan and improve services. Surveys are available online at all times, and surveys are also offered to all patients at or shortly before their discharge. See the Patient Experience Surveys.