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“Holistic and compassionate health care requires an effective partnership between people who need care and people who provide care.” 

- World Health Organization

 

At North of Superior Healthcare Group (NOSH) we want you to feel comfortable about the care you receive during your stay.  

We welcome your feedback and offer patients and their families a way to share compliments, or raise concerns about the care they received at NOSH. 

 

How to contact us

If you have questions or concerns during your hospital stay or visit. We encourage you to discuss them with your care team. 
If your questions or concerns remain unresolved, please ask to speak with the department Manager. 
When providing feedback by phone, please call either hospital site and ask to speak to the relevant department manager or CEO.
The McCausland Hospital: 807-825-3273

 

Wilson Memorial General Hospital: 807-229-1740
Please email contact-us@nosh.ca or fill out the patient feedback form
North of Superior Healthcare Group
c/o Administrative and Quality Coordinator
26 Peninsula Road
PO Box 780
Marathon, ON P0T 2E0

 

OR
Physical Drop Boxes at both hospital sites:
  1. Across from Diagnostic Imaging and Lab
  2. In Acute Care Hallway
(Please ensure you place your letter in one of the confidential envelopes provided in the dropbox)
A patient advocates roll is to act as a liaison between patients, their families and the health care team. They help resolve concerns, improve care and ensure that patients voices are heard.
NOSH Patient Advocate: 
Erica Parent, Community and LTC Programs Manager. 
Phone: 807-825-3273 ext. 236 

We can arrange for accessible feedback and provide alternate formats upon request. 

FAQ

 

  1. Talk to a member of your healthcare team
    1. Your care team knows you best
    2. Discussing your questions or concerns may resolve issues sooner
    3. You can ask to speak to the manager
  2. If you concern is not resolved, please contact us through one of the methods outlined above.
Due to privacy legislation, we prefer to hear directly from the individual who had the experience. We cannot provide specific details about the care provided to another individual without their consent unless they are the parent/guardian of a minor, are the Substitute Decision Maker, or the Power of Attorney for Personal Care.
NOSH requests the following information when you submit feedback:
  • Patient's full name
  • Your full name (if you are not the patient) 
    • If you are not the patient, please ensure you specify your relationship with the patient. We will require confirmation that the patient is aware of the concerns or confirmation that you are the subtitute decision maker if the feedback requires follow up. 
  • Your contact information and preferred method of contact
  • Date, time, location of the event/experience (including the NOSH site, unit or department)
  • Nature and brief description of the event/experience
If you have provided your contact information, a member of our team will reach out within 3 business days.
We aim to review and respond to all feedback within 45 days. However, resolution time lines may vary depending on the complexity of the issue but we will keep you informed throughout the process. 
If you are providing feedback on behalf of someone else, NOSH requires consent from the patient/resident (or their parent/guardian) before sharing any personal health information with a third party. We cannot provide specific details about the care provided to another individual without their consent unless they are the parent/guardian of a minor, are the Substitute Decision Maker, or the Power of Attorney for Personal Care.
We are dedicated to ensuring all patients and families receive quality care in a safe and supportive environment.Patient and family feedback helps us support continuous improvement and strengthen our commitment to compassionate, respectful, person- and family-centred care. 
Data is collected through all feedback submissions and used to provide a summary to team members, our Board of Directors and Patient, Family and Resident Advisory Council. We continuously monitor trends and use them to help inform meaningful changes. 
All feedback is confidential and will only be shared with the investigation team unless we have your expressed permission.  While you are not required to provide your contact information, please note that without it we will be unable to respond to your complaint or keep you informed of any actions taken.
If you don't have a specific concern or compliment, but would like to share your overall experience with NOSH, we welcome your feedback through our Patient Experience Surveys. Your perspective helps us understand what is working well and where we can improve.
If you wish to fill out a survey, please click here. 
If you are not satisfied with the response or resolution provided by NOSH, you may wish to contact the Patient Ombudsman Office. 
For LTC specific complaints, you can reach the Ontario Long-Term Care Family Support and Action Line: toll-free 1-866-434-0144. To view the full complaint process of the Ministry of Long Term Care's website please click here. 

Community Resources: 

Helplines: 

  • Telehealth Ontario (24-hours a day)
    • 1-866-797-0000 to speak to a Registered Nurse
  • ConnexOntario (Mental Health, Addiction, and Problem Gambling Information)
    • 1-866-531-2600
  • Crisis Response Service (24-hours a day)
    • 346-8282
  • Kids Help Phone (24-hours a day)
    • Call: 1-800-668-6868
    • Text: "CONNECT" to 686868