1. Patient Relations handles complaints and compliments from patients and families, provides education to staff, and assists in resolving issues between patients/families and care teams. 2. When a complaint is received, Patient Relations investigates by gathering information from records, staff, and physicians, and works to resolve the issue within 15 days through meetings and communication. 3. Common issues include concerns about care, disagreements with care plans, questions about decision making when a patient is incapable, and disagreeing with physicians about further treatment. Patient Relations assists by facilitating meetings and discussions between families and care teams.

1. Patient Relations and Family Decision-Making Pam Marshall Executive Director Patient Relations and Legal Affairs

2. What does Patient Relations do? Resolve complaints from patients and families in collaboration with staff and physicians Receive and distribute compliments Provide education and coaching Assist in patient/family situations Collect data to impact care improvements

3. What happens if you complain? Patient Relations gathers information and investigates the concerns Review the health record, talk to staff and physicians Work with family/patient and staff to resolve concerns Resolving concerns may include; Reviewing record with patient/family Family meetings Letters of clarification Phone calls We try to resolve complaints within 15 working days

4. Common Issues We have concerns/questions about our care or the care of our loved one Talk to your care provider (nurse, physician) Involve the Unit Charge Nurse or Manager if unresolved There is a Charge Nurse every shift on each unit Each unit has a Manager available Monday - Friday Other resources are also available: Social Worker, Ethicist, Patient Relations Ethicist is employed by TSH and helps with difficult moral issues If unresolved issues remain, family meetings with all involved to develop plan of care can be helpful

5. Common Issues 2. We disagree with the plan of care for our family member Involve the family member whenever possible Make decisions based on what the patient wants, NOT the family Collaborate with the care team Designate one spokes person for family

6. Common Issues Our family member is not capable of making decisions Power of Attorney for Personal Care makes decisions for you POA document outlines who has responsibility for making decisions when you cannot If no POA, a Substitute Decision Maker (SDM) is assigned based on the Health Care Consent Act SDM is not a document but the priority of decision makers as outlined in the ACT Spouse or partner Child or parent Brother or sister Any other blood related relative SDM must act in the best interests of the patient based on what the patient would want if they could decide

7. Common Issues 4. The physician says further treatment will be unsuccessful Challenging situation for everyone Ongoing communication is crucial Collaboration is important Health care professionals are committed to doing what is best for the patient Ethicist can be brought in to assist with discussions Each case is unique

8. What you can do Be an informed consumer HOWEVER … don’t believe everything you read on the Internet! Plan/prepare for the unexpected e.g.. long term care Discuss your wishes with your loved ones Ask your family members what their wishes are Prepare an Advanced Health Care Directive Instruction Directives: Sometimes referred to as a Living Will Outlines what treatment you want if unable to speak for yourself Proxy Directives: Identifies someone to speak for you Power of Attorney for Personal Care Advanced Directives do not need a lawyer Should be discussed with your family, give friends and family a copy Templates available via internet search

9. Contacting Patient Relations www.tsh.to (Contact Us link) 416-495-2701 ext 5424 (Birchmount ) 416-431-8200 ext. 6140 (General)