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Patient Relations

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Niagara Health Patient Experience

Niagara Health remains committed to listening and learning from the communities we serve.

Starting Wednesday, March 8, Emergency, Acute Care, Maternity and Pediatric patients will be asked during the registration process if they wish to receive an emailed patient experience survey. This will replace our mailed patient experience survey.

Real-time patient experience surveying will assist our care teams with timely access to data and feedback to prioritize efforts and respond quickly to meet patient needs. We appreciate your feedback.

Did you know that the patient experience has been identified as a strategic priority in Niagara Health’s 2023-2028 Strategic Plan?

The Patient Experience team has planned internal and external engagement sessions from April to June to garner insight and feedback on the establishment of this strategy. Should you wish to participate, please fill out the short questionnaire below.

What does a positive patient experience mean to you?

The goal of Patient Relations is to enhance the overall quality of care at Niagara Health.

We're committed to patient and family-centred care. We work with healthcare teams to enhance the hospital experience for our patients, families and visitors, and feedback is very important.

We encourage you to contact Patient Relations should you have any compliments, comments, concerns or suggestions regarding Niagara Health services. You may contact us by phone at 905-378-4647 ext. 44423 or by e-mail.

How to address questions or concerns when you are a patient in the hospital:

At any time during your stay in the hospital, we encourage you to discuss your questions and concerns directly with a member of your healthcare team (i.e., charge nurse, Unit Manager or treating physician). If there are matters which you feel require further attention, we encourage you to contact the Patient Relations Specialist at 905-378-4647 ext. 44423.

We will:

  • Listen to your comments and feedback in a respectful way.
  • Follow-up with the appropriate manager(s) to inform them of your complaint or compliment.
  • Assist you in resolving any dissatisfaction you or your loved one may have with the manner in which you were treated.
We worked with patients, community members and members of our team to develop values aimed at establishing a caring relationship built on mutual respect and understanding with our patients, family members and alternative decision makers. Please read our Patient and Family Declaration of Values

Contact Information:

Monday to Friday, 8 a.m. – 4 p.m.

Note: If a Patient Relations Specialist is unavailable to take your call, please leave a detailed message and your call will be returned as soon as possible.

Phone: 905-378-4647 x44423


In person or in writing:

Niagara Health
Patient Relations Specialist
1200 Fourth Ave.
St. Catharines ON L2S 0A9

Niagara Health