Sudbury patients complain most about hospital care
Health Sciences North deals with 300,000 patient visits a year
When it comes to hospital visits in Sudbury, people are most concerned about care and communication around that care.
CBC News has obtained documentation on the number and type of complaints filed against Health Sciences North. In the past five years, slightly more than 2,800 people have complained to the hospital's patient relations department. The complaint stats were obtained by CBC News through a Freedom of Information request.
Patients concerns covered everything from parking to food, but the majority related to care and interactions with health care providers.
Joe Pilon, the senior vice-president for Health Sciences North, said he's not surprised by these statistics — given the strain the system is under right now.
"There's no doubt there's tension when you have been waiting 12 hours in the [emergency department] and there doesn't seem to be any light at the end of the tunnel," Pilon said. "I think families want to expect better than that and we want to provide better than that."
Pilon noted the hospital deals with about 300,000 patient visits a year. So, on the whole, he said he thinks staff is doing a good job.
Visits to the hospital are often very emotional, Pilon added. In some cases, the hospital could better respond to those worries, he said.
"Those concerns are the things they value the most and when those don't work well, I would expect them to complain."
A category that was third on the list of complaints was "attitude or courtesy of care provider."
Pilon said "the interaction [patients] have with their healthcare provider, or anyone in the hospital, is one where you need to be aware [of] and sensitive to that emotion and to [a patient’s] need to understand what is going on."
He noted most of the complaints listed in the report came to a satisfactory resolution.
Total Complaints by Category
Accessibility to services
Accessibility to building
Behaviour Visitor/Patient (Staff complaints)
Consent and Capacity issues
French Language Services
Hospital Policy or Practice
No family physician
Outdoor smoking area/sitting area
Patient Satisfaction questionnaire