The Role of Patient Relations in RBCD Care at UHN
The Patient Relations Department at the University Health Network helps to support patients and families through their health care experiences by addressing questions, complaints, suggestions, and compliments.
The RBCD clinic has worked closely with the Patient Relations Department to improve the experience of the Sickle Cell and Thalassemia patient populations at UHN. We have asked Kaitlin Azubuike, a Patient Relations Advisor, to answer some common questions about her team’s work and process.
Can you describe your role as a Patient Relations Advisor at UHN?
My role as a Patient Relations Advisor is to allow patients and families the opportunity to share their feedback, complaints, and compliments about their health care experience. Our office is part of the more extensive Patient Experience portfolio. Its goal is to emphasize the importance of patient collaboration in health care. All of our work is documented and used to collect data about patient satisfaction. This allows our office to work with hospital leadership to discuss and review ways we can improve patient safety and overall patient experience.
Our office can:
Educate patients about our complex hospital systems
Help with conflict resolution in a way that is supportive of both patients and hospital staff
Listen to patient feedback in a supportive and respectful way
Help with communication between patients and their health care team
Receive compliments to share with hospital staff and their leadership
Take part in reviews of hospital incident reviews (Serious Safety Events)
Our team also works closely with multiple advocacy groups within the hospital, including the Indigenous Health Program, Anti-Black Racism Advisory Committee, and Accessibility for Ontarians with Disabilities Act (AODA) Council.
What kinds of things do patients, families, and health care providers discuss with your office?
Patients reach out to us with a large variety of concerns, questions, feedback, complaints, and compliments. Some examples include:
Communication between staff and patients
Pain management
Accessibility
Hospital Policies
Information issues
What steps should patients take if they have concerns about their health care?
We first encourage patients to discuss their concerns with their health care team. They can discuss concerns directly with their physician, unit manager, nursing staff, or social worker.
If a resolution is not reached, patients can call our office for more help.
Are patients ever concerned that sharing negative feedback with Patient Relations will affect their care?
Yes, this is definitely a concern that comes up when some patients reach out to us. As advisors, we aim to reassure patients and families that they have the right to report their experiences to us and involve their care team in working toward a resolution. When our office shares feedback with staff, we do so in a respectful and non-accusatory manner.
Despite this, we completely understand why some patients may be hesitant to reach out to our office. We are constantly working towards reducing patients’ fear and empowering them to share their experiences by demonstrating that their feedback can lead to change.
Can you tell us about the most rewarding part of being a Patient Relations Advisor?
I think the most rewarding aspect of being an advisor is when patients tell me they felt “heard.” When we can give patients a chance to feel heard and help them with their questions or concern, it makes the work we do entirely worth it.
Our job exposes us to many different staff members working in such varied areas - from front-line staff to department managers to leaders in administration. I really think this allows us to relate to both patient and staff experiences, which makes it easier to work towards a resolution.
How can patients and families get in touch with your office?
Patients can get in touch with us by phone or by email:
Phone: 416-340-4907
Email: patientrelations@uhn.ca
We can also schedule appointments for in-person meetings.
Our office hours are Monday to Friday, 8:30 a.m. to 4:00 p.m.
Where can patients and families learn more about Patient Relations and your work?
Patients can visit the UHN website for more information and brochures.
They can also reach out to our office directly with any questions or speak with their health care provider.
About the Author
Kaitlin Azubuike is a social worker by background and has been working with the University Health Network for 8 years. She started her social work career working on an inpatient surgical unit, and has since transitioned to the Patient Relations Department as an advisor. She works closely with the RBCD at UHN, and is looking forward to continuing to improve the support and services we provide to our sickle cell clients at the hospital.
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