Your Feedback

Patient feedback is very important to us as it provides an opportunity to improve the patient experience at Pembroke Regional Hospital.

This feedback includes compliments, enquiries, suggestions and complaints from our patients and their family members regarding their experience in the hospital or our outpatient programs.

There comes a time when even a hospital needs a checkup to ensure its customers are satisfied and that its programs and services are meeting, if not exceeding expectations. That time is now at PRH and preparations are being made to launch an initiative this summer during which public feedback will be collected.

Linked below you will find an 11-question survey which we would appreciate if you would take a few minutes to complete.

Additionally, we are currently seeking participants for a 90-minute focus group session during which detailed feedback will be collected. If you are interested in being part of a focus group, please call (613) 732-2811 extension 7000 or email customerservice@prh.email with your name, address and contact information.

Performing this community scan should help give us a much clearer picture of some of the areas we need to focus on in terms of improvement or at least confirm that we are making positives changes in some of the right areas. We are hopeful that many within our community will choose to complete this survey or be part of our focus group so that we have plenty of data to work with when the summer initiative is complete.

Patient Relations Process

We are committed to responding to patient concerns in a positive, supportive and timely manner. Our Patient Relations Process facilitates the resolution of patient, family and visitor concerns and allows us to receive suggestions and compliments.

Share your experience - Your comments will help us improve your Experience.

How our Patient Relations Process works:

If you have a concern during your stay:

1. Speak with any member of your health care team. They will listen and respond to your concerns.

2. Ask to speak to a representative of the management team for the unit if you feel your concerns have not been addressed by a member of the health care team.

3. If you need further assistance, ask to speak to the Patient Relations Delegate.
4. If you are not comfortable with this, you can submit your comment to the Administration Office, by calling (613) 732-2811, extension 6172.

Please rest assured that raising a concern or issue will not negatively affect your care in any way.

How to provide feedback after discharge from the hospital:

Please feel free to get in touch with us by phone, email or letter. In addition, you may receive a survey from a national healthcare measurement firm in the mail after your discharge. Our Quality Teams and Leadership Teams review results of these surveys every three months – patient responses help us to improve our quality of care, so we encourage you to participate.

• Call 613-732-2811, extension 6172.
• Send an email to patientrelations@prh.email
• Send a letter to – Patient Relations, c/o Pembroke Regional Hospital, 705 Mackay Street, Pembroke, ON K8A 1G8

If the Patient Relations Delegate is not able to resolve the issue to your satisfaction, your concern will be referred to the hospital’s President and CEO.