Patient relations

We value your feedback

At the University of Ottawa Heart Institute (UOHI), we are committed to providing exceptional care to our patients and their families.

If you have a concern or complaint about the care you or a loved one received, please follow the steps outlined below. The Patient Relations team is here to support you.

For general feedback or compliments, you are also welcome to contact Patient Relations directly. By sharing your thoughts, you are helping make the UOHI better for everyone.

Steps to address your concerns or complaints

  1. Speak to the care team: If you or your family member is an inpatient, ask to speak with the charge nurse, nurse coordinator, physician, or another care provider. If you or your family member is an outpatient, speak with the clinic staff or your care provider during your appointment.
  2. Escalate to the clinical manager: If your concern is not resolved, ask to speak to the clinical manager of your care area.
  3. Contact Patient Relations:  If you are unsure whom to contact, have already been discharged, or your concern is still not resolved, reach out to Patient Relations for assistance.

Patient Relations role

  • Listen to your feedback, concerns, complaints, and compliments.
  • Provide information and assistance.
  • Help resolve any issues you may experience during your care.
  • Ensure your experience with this process is as positive as possible.

Concerns management process

  1. Contact: Reach out to Patient Relations with your concern, complaint, or feedback. Please note: We encourage respectful communication. Aggressive or confrontational language will not be tolerated.
  2. Investigation: We will investigate your concern and gather all the necessary information.
  3. Resolution: We will work with you and the appropriate teams to find a resolution.
  4. Follow-up: We will keep you updated on the status of your concern.

Frequently asked questions

What types of concerns can I bring to Patient Relations?

We handle all types of concerns, such as care quality, communication, wait times, staff interactions, facility conditions, etc.

What happens if my concern is not resolved?

If you are not satisfied with the resolution, we will work with you to explore other options and ensure that your concerns are addressed appropriately.

How to reach us

  • Tel.: 613-696-7000, ext. 19305
  • Email: @email

Note: For questions or concerns related to privacy, please contact @email.