Your care is important to us. We strive to deliver care that is centred on patients and families. This means our physicians, staff and volunteers will partner with you to create a welcoming, caring, and safe environment built on dignity and respect. Our goal is to deliver optimal care for every patient, every time. Patient and Family Centred Care (PFCC) is the provision of care that is respectful of, and responsive to individual patient/family preferences, needs, and values and ensures that those values guide all decisions. Creating a caring environment for patients and families ensures continuity of care and fosters a learning environment. PFCC is a partnership involving patients, families and health care providers that results in safe quality care. Your illness, treatment, expected outcome, and future health will be discussed with you whenever possible, by the appropriate health care provider. We will tell you our name, occupation and our role in your care. Information is clear, complete, timely, accurate and useful in helping patients and families effectively participate in care and decision-making. All patient rooms have patient bedside communication whiteboards that you, your family and your health care team can use to communicate information, goals and readiness for discharge.
You, or a family member, can assist us by:
  • Asking questions if you are unsure of your plan of care, treatment, diagnosis, or the role of a health care team member, to develop mutually agreeable care expectations.
  • Offering information on your cultural beliefs, preferences, and religious background as it relates to your care.
  • Providing or requesting an interpreter or assistance in communication when necessary.
  • Asking questions or letting us know if there is anything that you don’t understand.
  • Providing accurate and complete information about your present condition, past illnesses, hospitalizations, medications, and allergies.
  • Updating the whiteboard as needed.
  • Reporting any unexpected changes in you or your family members’ condition or symptoms to your doctor, nurse or other health care provider.
  • Forwarding your concerns or suggestions for improvement to a staff member or Manager.

Patient Experience Surveys

TBRHSC is committed to continuously improving the care and services we provide. As part of our commitment to Patient and Family Centred Care, we regularly survey patients about their experiences. Your feedback helps us understand what we’re doing well and where we need to improve – from communication and comfort to safety and overall satisfaction. The Patient Experience Survey is one of the simplest and most valuable ways we can learn how to do better. While visiting our Hospital, patients or Essential Care Partners will be asked by a Registration Clerk to provide their email address for the Patient Experience Survey. Survey invitations will then be sent to randomly selected individuals for feedback. For more information, see Frequently Asked Questions below. Your experience matters and your feedback makes a difference. Thank you for taking the time to share it with us.

Frequently Asked Questions

Do I have to provide an email address?

No – your participation is voluntary. Your decision to participate in the survey will not impact the care you receive at TBRHSC.

Will my email address be used for other purposes?

No. Your email address will only be used for your most recent hospital visit and will not be shared with any third parties.

Are paper copies of the survey available?

No. The survey is only available online and can be completed on a computer, tablet or smartphone.

I wasn’t able to provide my email address while I was at the Hospital. Can I still fill out the survey?

If you would were unable to provide your contact information during registration and would like to receive the survey by email or text, please contact the Patient Advocate at 807-684-6211 or email TBRHSC.PFCC@tbh.net to make arrangements.

I don’t want to complete a survey but have a compliment or concern.

Compliments and concerns can be submitted electronically, by telephone, or in writing. If you wish to express a compliment or concern about your experience at TBRHSC, please share your feedback with the Quality and Risk Management department online at https://feedback.tbrhsc.net/, call 807-684-6019, or use one of the feedback boxes throughout the Hospital.

One positive outcome of Patient and Family Centred Care is the development of the Patient Family Advisor (PFA) role. A PFA is a patient or care partner that has experienced care at the Hospital and is willing to share insights, ideas and experiences in ways that others can learn from. PFAs are interested in improving care experiences for others - they make a difference! Learn more about the role at How to Become a Patient or Family Advisor.