Compliments and Concerns
NHH is committed to providing Exceptional patient care. Every time. We welcome opportunities to hear about your experiences while receiving our care so we know what we are doing well and where we can improve.
Compliments may be directed to the program or unit where care was delivered, to our central info@nhh.ca email address or by mail c/o NHH’s Public Affairs Department, 1000 DePalma Drive, Cobourg, Ontario, K9A 5W6. Thank you for your time and your feedback!
Northumberland Hills Hospital is also committed to addressing patient concerns and complaints in a fair and timely manner.
If you have a concern, we recommend that you begin a discussion by sharing your thoughts and concerns with the appropriate patient care manager or program director.
In the event that this discussion does not resolve your concern to your satisfaction, you may wish to contact NHH's Patient Relations Delegate, using one of the three options listed below:
By Mail:
Attention: NHH Patient Relations Delegate
1000 DePalma Drive, Cobourg, ON
K9A 5W6
By Email:
patientrelations@nhh.ca
By Telephone:
905-377-7744
Alternatively, you may also contact one of the following members of NHH's senior leadership team to register a complaint.
Susan Walsh, President and CEO for Northumberland Hills Hospital, may be reached as follows:
By Mail:
Attention: President and CEO
1000 DePalma Drive, Cobourg, ON
K9A 5W6
By Email:
sbwalsh@nhh.ca
By Telephone:
905-372-6811 ext 4004
Jennifer Gillard, Vice President, Patient Experience, Public Affairs and Strategic Partnerships, may be reached as follows:
By Mail:
Attention: Public Affairs Office, Northumberland Hills Hospital
1000 DePalma Drive, Cobourg, ON
K9A 5W6
By Email:
jgillard@nhh.ca
By Telephone:
905-377-7757
What happens when you make a complaint?
- E-mail and telephone calls will be acknowledged within two business days.
- Letters will be acknowledged within five business days.
- If the person complaining is not the patient, NHH must obtain consent from the patient to discuss their case. In situations involving those patients incapable of giving consent, consent to release information must be obtained from the substitute decision maker.
- We investigate the case based on the information provided. Investigation may include some or all of the following:
- Contacting managers, program directors or other supervisors
- Contacting the care providers who were involved in providing care
- Reviewing the medical chart of the patient
- Contacting other relevant departments involved in patient care or support, such as inpatient nursing, environmental services, nutrition and food services, diagnostic imaging, finance, etc.
- We will contact you with the results of our investigation as soon as possible. We strive to resolve complaints within 30 working days. Some complex matters may take longer than 30 days to resolve, however we will provide you with regular updates regarding the investigation and the status of your complaint.
Take the Patient and Caregiver Experience Survey
Northumberland Hills Hospital (NHH) has launched a new Patient and Caregiver Experience Survey across the hospital and its Community Mental Health offices that invites input from the perspective of patients and their essential caregivers.
Share how you’ve experienced care at NHH as a patient, caregiver, or both by visiting: Patient and Caregiver Experience Survey
Your feedback will support continuous growth, improvement and help us to deliver our commitment of exceptional patient care, every time, for everyone.
Patients and families will be encouraged to complete the survey in electronic form at the bedside, on the hospital website and in key waiting areas using QR codes.
For those without access to the Survey through their own technology, hard-copy surveys will also be provided in key waiting areas and may be dropped off in the mailbox adjacent to the main front entrance.
For additional information, please see the related news release at Patient and Caregiver Feedback Welcomed Through New Patient Experience Measurement Survey