To honour Canadian Patient Safety Week, Quality and Risk Management (QRM) is highlighting some of the many compliments submitted by patients and their families that celebrate staff, teams, units, or areas within our Hospital. As our Hospital is dedicated to improving patient experience, patients and families are encouraged to submit compliments and concerns based on their hospital journey. Submissions can be made through TBRHSC’s website, through one of the comment boxes, by calling or emailing QRM, or via mail.
Below are three examples of the great work highlighted directly from patients’ experience at our Hospital (please note – information provided in submission was altered to protect privacy).
Submitted August 2022: “We were visiting family in Thunder Bay on vacation and are from Toronto. My daughter tripped and split her lip requiring a visit to the ED for care. I am writing to tell you how impressed I was at the care received, from the registration to discharge. Every person we encountered was lovely and caring. The nurses who cared for my daughter were patient and attentive and did everything they could to make her less scared and comfortable. The nurse responsible for the bed next to us was so caring and empathetic to all the patients she cared for. I have never been more impressed with care at any emergency department in the Province. The ED physician who saw and treated my daughter provided wonderful care, in addition to the specialist who completed sutures. They both made a really difficult situation so much better.
I wanted to let you know that the care provided to us surpassed any experience I had ever had before. Thank you to everyone for their care.”
Submitted August 2022: “I gave birth to my son in the summer. My nurses for my stay on 1C provided care that was genuine and sincere. They truly cared about the well being of me and my son. My first nurse welcomed me to the floor once I arrived after visiting my son in the NICU, which was a stressful and unexpected addition to our hospital experience. She quickly put me at ease when I arrived to the floor and was very sweet and worked with efficiency displaying professionalism and confidence with her care. Having her as our night nurse on 1C helped make our hospital experience a great one.
Our day nurse was also an amazing addition to our care team. She was very professional and was able to emulate her confidence and experience in the way she spoke. She was also a very caring and genuine nurse who provided excellent patient care. When entering the room, her smile and demeanor put me at ease and made me feel welcome in my home away from home. I couldn’t have asked for a better pair of core nurses. When those two were busy, other nurses assisted me and they were also great. Thank you so much for the great hospital experience; it started out bumpy and smoothed out with the excellent care I received.”
Submitted September 2022: “Following my Portacath insertion last summer, the nurse who was on the floor while I was observed before being dispatched went above and beyond to support me emotionally. I was struggling with the compounding emotions with my cancer diagnosis/treatment as well the pain and discomfort from the Portacath insertion. The nurse checked in on me when she heard me sobbing, offering support and a hug. Her kindness and compassion was incredible… especially during COVID when the hospital settings was likely incredible stressful. The nurse that was in the room while I had the Portacath procedure was also incredible. She held my hand to comfort me and the entire team in the room was great.
Thank you again for providing having health care staff that exemplify compassion and patient centred care. During a terrifying journey and procedures, and not having an escort with me because of COVID – this type of care is extra appreciated.”