Sault Area Hospital (SAH) is committed to improving the quality of our services for patients and their families. One key way we do that is through changes made as a result of patient comments. We welcome feedback regarding your experience while a patient at SAH.
To help ensure that everyone can access our feedback process, SAH will make every effort to provide documents in accessible formats and / or communication supports upon request.
How do I share a compliment or raise a concern?
Speak to the person who provided the care or service. It is best to share a compliment or raise a concern at the time and place it occurs. Your care and treatment will not be negatively affected as a result of bringing forward a concern.
If you are not able to speak with the person who provided the care or service, ask to speak to the Manager of the Unit or Department or the Manager-On-Call. They will be pleased to work with you to resolve your concern or receive your compliment.
What if my concern is not resolved?
If your concern is not resolved after speaking with the Manager, ask to speak with the Director of the Unit or Department.
If your concern remains unresolved, contact the Planning, Quality & Risk Department. The Department facilitates a formal patient relations process on behalf of the hospital and can be contacted by mail, telephone or e-mail.
Mail: Planning, Quality & Risk Department
Sault Area Hospital
750 Great Northern Road
Sault Ste Marie, ON
What information should I include in my concern?
• A clear outline of your concern
• The location and the service where it happened
• Names of the people with whom you raised your concern
• How you would like your concern to be resolved
What can I expect if I submit a concern?
• Acknowledgement of the receipt of your concern within 5 business days
• Being treated with respect, sensitivity and confidentiality
• Formal registration of your concern
• Exploration of all aspects of your concern as fully as possible
• Facilitation of communication between relevant Departments and services to pursue resolution to your concerns
• A response to your concern including an explanation of any decisions or actions taken as a result
What if I’m raising a concern on behalf of someone else?
In order to provide a specific response to the concern, we require consent from the patient or substitute decision-maker. While we explore all concerns thoroughly, we may be limited regarding what information or feedback we can share with you if we do not have the consent of the patient or substitute decision-maker. Consent can be given in the form of a signed Form to Request Access to Personal Health Record or a signed letter from the patient or substitute decision-maker giving consent for the hospital to provide this information to someone else. Alternatively, we can provide our written response directly to the patient and he or she can choose to share it with you.