Patient Relations

Our goal is for every patient at Mackenzie Health to experience courteous, compassionate care and service provided by our friendly and knowledgeable staff, physicians and volunteers.

Welcome to Patient Relations

Your health care team needs to know if you have any questions, concerns, compliments or feedback regarding the care you or a loved one has received. Please do not hesitate to discuss these matters with the Patient Care Manager, Patient Care Coordinator or physician.

If, after speaking with the care team, you feel that this matter requires additional support, the Patient Relations Department is here to support you.

There are many ways to connect with the Patient Relations team. You can choose your preferred way of communicating with them.

Patient Relations Contact Information:

Mackenzie Health
Attn: Patient Relations
10 Trench Street
Richmond Hill, Ontario
L4C 4Z3
Local from Richmond Hill: 905-883-1212, ext. 7494
Local from Vaughan: 905-417-2000, ext. 7494
Email: patientrelations@mackenziehealth.ca

For your convenience, an office at both hospitals is available for in-person visits, ensuring you have the support you need.

At Cortellucci Vaughan Hospital, you can find us on Level 1, Room 1.020.

At Mackenzie Richmond Hill Hospital, you can find us on Level 2, B-wing, Room 2906.

Office hours: Monday-Friday 9 a.m. - 4 p.m.

In our initial conversation, your consent or the consent of the substitute decision maker will be required prior to accessing, reviewing or sharing any personal information to ensure your privacy and security.

We will review your feedback in collaboration with the care team to understand the care and services provided with the goal of resolving or clarifying any concerns.

The Patient Relations Coordinator managing your inquiry will provide you with the information gathered or will help facilitate communication between you and the care team.

The Patient Relations Department's mission is to achieve Mackenzie Health's vision of providing a world-class experience and the management of patient feedback and concerns accordingly.

Our purpose is to:

Facilitate the timely resolution of patient and family concerns in an atmosphere of respect, compassion and fairness for all involved.
Demonstrate a culture of quality and patient safety.
Proactively support identifying, analyzing and mitigating potential risks for our patients.
Promote and practice evidence-based informed decision-making.
Support and promote ongoing learning.

Provide feedback by filling out the following form:

Your Name *

Phone number *

Email address *

Please select which location your feedback is about *

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For security purposes, please type in the image numbers and letters in the field below. *

Patient Experience Survey

You now have the opportunity to share your feedback about your recent visit to Mackenzie health. This feedback will allow us to better understand what we are doing well and where we can do better so that we are providing the compassionate, quality care you expect from us.

The survey will be sent to you via email following your visit if you’ve opted in at registration or through MyChart by adjusting your Communication Preferences. It's your chance to make a difference and shape the future of Mackenzie Health.

If you have any questions about the survey, please contact our Patient Relations team at patientrelations@mackenziehealth.ca or at 905-883-1212, ext. 7494