Patient Representative
OVERVIEW
At Windsor Regional Hospital, the patient experience is our priority. Our goal is to provide exemplary service to patients and families with every interaction, and to facilitate the delivery of outstanding care - no exceptions!
Our mission is to champion patient rights and facilitate the delivery of person-centered, exceptional care by actively listening, addressing concerns, and ensuring every voice is valued in our community’s healthcare experience.
Whether you have feedback or concerns about your care, we value your insight and we would like to hear from you. If you or your loved one is a current patient, before contacting Patient Relations we recommend that, wherever possible, you first raise any questions or concerns at the point of communication with your care team. Please do not hesitate to initiate a discussion with your nurse, your physician, or the clinical manager. Remember: It is your right to ask questions and express concerns about your care.
If communicating your concerns to your care team does not resolve your matter, please do not hesitate to connect with one of our Patient Advocates. We are available to respond to emails and voicemails between the hours of 8:30 AM and 4:00 PM, Monday to Friday. Our department is closed on weekends and statutory holidays. If our office is closed and you or a loved one are experiencing an urgent matter that your care team has not been able to resolve, please call 519-254-5577 and ask Switchboard to direct you to the After Hours Manager.
In addition, a member of our Administration is available on-call after-hours each day, as well as weekends and holidays. You can reach the on-call Director or Vice President by asking Switchboard to transfer you accordingly.
Our Patient Relations team strives to respond to all communications within 24-48 hours. High volumes during busy periods may affect response times – we thank you in advance for your patience.
How can Patient Relations help me?
- Listen to patient feedback in a supportive and respectful way.
- Help with communication between patients and health care teams.
- Attend family meetings to support patients and families.
- Facilitate resolution of patient and/or family concerns
- Share feedback on WRH services, policies, and procedures with leaders at WRH to improve how WRH works.
- Promote quality and patient safety
RESOURCES AND INFORMATION
| As a patient, you have both rights and responsibilities during your hospital stay. Understanding these can help ensure you receive the best care possible while also fostering a respectful partnership between you and your healthcare team. To learn more about your rights, such as the right to informed consent and privacy, as well as your responsibilities, such as providing accurate information and following care plans. Learn more information about Patients’ Rights & Responsibilities here. |
| Wait times for procedures can vary based on the type of procedure and location. To get the most up-to-date information, you can visit the Ontario Health Wait Times Finder. This tool allows you to search by procedure and hospital to view current wait times and make informed decisions about your care.
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| As a patient, you have the right to access your personal health records. Whether you need copies for your own reference or to share with another healthcare provider, requesting your records is a simple process. To learn more about how to submit a request and access your health information, visit our Health Records page for more information.
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Our billing and payment information page provides guidance on payment options, insurance coverage, and answers to common billing questions. For more information on WRH billing, please visit our Billing & Payment Information page.
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Please see the links below to help you navigate parking at our facilities
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At WRH, we are committed to ensuring excellent communication between our patients and their care teams. We offer interpretation services through VOYCE, which provides live interpretation in over 240 languages. When you need to speak with your care team, VOYCE can connect you with a qualified interpreter in real time, via phone call or video chat.
These services are available through staff devices (ask your nurse!) or directly on patient televisions, making it convenient to access language support whenever you need it during your stay. VOYCE can also host conference calls to assist with family meetings and provide updates to family members who are not in-person.
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Our Indigenous Health Navigators are here to support the needs of Indigenous patients and families during their hospital stay. They provide culturally safe care, help navigate healthcare services, and offer guidance throughout your journey. To learn more about the services available and how our Indigenous Health Navigators can assist you, please visit Indigenous Services.
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At WRH, we recognize the importance of spiritual well-being as part of your overall care. Our Spiritual Care team is available to offer emotional and spiritual support to patients and families of all faiths and cultural backgrounds. Whether you seek prayer, guidance, or a comforting presence, our team is here to help you navigate your spiritual needs during your hospital stay. You can ask your nurse to connect you with our team at any time. |
At WRH, we recognize the positive impact that pets can have on the well-being and mental health of our patients. For this reason, we allow personal pet visits under specific guidelines to ensure the safety and comfort of all patients.
Only dogs are permitted for pet visitation, and certain areas, such as the Neurosurgery unit or Operating Rooms, have restrictions. All visiting pets must be up to date on vaccinations and under the control of their owners at all times. To request a pet visitation, please ask your nurse.
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Please visit our Visitors information page for more details on our visiting hours and making a request for extended hours. You can find information here.
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Medical Assistance in Dying (MAiD) is a medical service available to eligible patients in Ontario who are experiencing intolerable suffering due to a grievous and irremediable medical condition. At WRH, we provide compassionate support to patients and families considering MAiD, ensuring all care aligns with ethical and legal standards. For more information on the process, eligibility criteria, and support available, please visit the Government of Canada’s website on MAiD. You can also contact Patient Relations with any additional questions.
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FAQ's
- For issues related to your immediate treatment, it is often best to start by speaking with the unit managers or the staff directly involved in your care, as they are in the best position to respond quickly. If further assistance is needed after that, or if you would like to provide feedback about your overall experience, we are here to help.
- Our Patient Relations team is here to support patients and families by listening to your feedback in a respectful and understanding way. We are here to help facilitate communication between you and your healthcare team, attend family meetings to provide support, and work towards resolving concerns that have not been addressed after speaking with the staff involved in your care.
- We also work to improve hospital services by sharing your feedback with our leadership team to enhance the quality and safety of care at WRH.
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We will always ask for the consent of the patient before we are able to share information with family or friends. If a patient is unable to consent, information is shared with the appropriate Substitute Decision Maker, Power of Attorney, or next-of-kin.
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- If you need assistance outside of regular Patient Relations office hours, you can contact the After Hours Managers. They are on-site on evenings, weekends, and holidays to help with patient needs. To connect with them, please dial the main WRH phone number (519-254-5577) and ask Switchboard to direct you to the After Hours Manager.
- A member of our Administration is available on-call after-hours each day, as well as weekends and holidays. You can reach the on-call Director or Vice President by asking Switchboard to transfer you accordingly.
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CONTACT US
Patient Representatives are available Monday through Friday from 8:00 a.m. to 4:00 p.m. at PatientRelations@wrh.on.ca.
Molly Bachmeier
Manager
Email: Molly.Bachmeier@wrh.on.ca
Office: (519) 254-5577 ext. 32326
Cell: (519) 995-4717