Patient and Family: Experience and Involvement

No, participation is voluntary. Your decision will not impact the care you receive from the NBRHC.

Once you complete a survey, you will not receive a survey for the same service for at least 6 months

No, at this time, the new patient experience survey is only available by email invitation.

To give feedback, compliment, or complaint:

• Talk to a staff member who is with you; ask for a response if you have a concern.
• Request to speak with a Program or Department Manager.
• If you are still concerned after speaking with staff or the program/department manager you may contact the NBRHC Patient Advocate in person, by telephone or in writing. Learn more.
• To send Kudos to Staff, click here.

The survey is available in both French and English.

If you gave your email address and consented to the patient experience survey, there are a few reasons why you may not have received an invite:

• The email may have been sent to your ‘junk’ folder.
• You were not one of the patients randomly selected to receive the survey.
• You already completed a NBRHC patient experience survey in the last 6-12 months.
• There may have been a typo when entering your email address.

Yes, as long as the patient and the person whose email address is being used both agree (verbal consent) to provide the email address to the NBRHC and know that the NBRHC may send a survey to the email address regarding the patient’s experience. Note, the survey may specify that it must be completed by the patient and not another person.

If you remember your email address during your visit/stay, you can provide it to the Registration Clerk.

If you remember your email address after your visit/stay, you can contact Clinical Records; however, please note that surveys may be sent as quickly as 48 hours of discharge and you may have missed the opportunity to participate for this visit/stay.

Clinical Records
North Bay Regional Health Centre
50 College Drive
North Bay ON P1B 5A4
705-474-8600, extension 2645

If you receive an email invitation, you can choose the option to unsubscribe. You can also advise a Registration Clerk at your next visit or contact:

Clinical Records
North Bay Regional Health Centre
50 College Drive
North Bay ON P1B 5A4
705-474-8600, extension 2645

If you receive an email inviting you to complete a survey:

• The email will contain your name and reference a recent visit to NBRHC.
• The email will include a link to the survey. The survey will reference a recent visit to NBRHC, the discharge date or approximate discharge date, and specify the area (e.g., Inpatient, Rehab, Emergency Department).

No. The NBRHC will only use your email address for purposes you have authorized.

Yes. The NBRHC has measures in place to protect your personal information and the responses you provide. Qualtrics is a company hosting a cloud-based software that provides a secure, modern platform for data collection and analysis. The Qualtrics platform is widely used by healthcare and other organizations in Ontario and round the world.

Only the survey administrator has the ability to link survey participant with their responses. The names of participants will not be visible to all other personnel authorized to access and view survey responses (including comments) for quality improvement purposes. If you decide to provide comments in the survey, please do not include identifiable information or levels of details that may allow others to re-identify you. De-identified survey responses, including general statistics, may be used by NBRHC or disclosed externally for various lawful purposes.

Your privacy is important to us! Find out how the NBRHC protects your privacy.

If you have questions about the survey, please contact one of our Quality Specialists at 705-474-8600, extension 3072 or patientfamily@nbrhc.on.ca.