Rights, Responsibilities and Expectations As a patient/client if you have any questions or concerns regarding your rights or responsibilities, we suggest you discuss them with one of the members of your health care team. If you feel that your concerns have not been addressed, you may contact Horizon’s Patient Relations Department. EVERYONE HAS THE RIGHT TO… Be treated with respect and dignity Physical, emotional, and psychological safety Information necessary to provide or receive safe, quality care Be listened to and heard Be part of the health care team Privacy If you are a patient/client or family member, the following will help facilitate your health care experience… If you work or volunteer at Horizon, you have a responsibility to… Treat everyone with respect, dignity, and understanding while promoting an inclusive environment mindful of cultural diversity Be aware and appreciate that other patients/clients may also need care Use a calm voice and welcoming body language Keep your personal property and valuables safe while in the hospital Understand your role in safety and how you can help ensure a safe environment Ask questions and express your hopes, needs and fears Report unsafe or potentially unsafe conditions Be a participant and decision-maker in your health care Do your best to understand your health care needs through open communication with your care team Let your health care team know when you don’t understand, ask questions and express concerns Provide a substitute decision maker of your choice should you become unable to make decisions regarding your medical care Inform the health care team of close family member(s)/partner(s)-in-care who you wish to be present during your stay or appointment/visit Provide all relevant information to your health care team, including cultural and inclusion needs Maintain the confidentiality of other patients’/clients’ health information Reschedule or cancel appointments if unable to attend Treat everyone with respect, dignity, and understanding while promoting an inclusive environment mindful of cultural diversity Provide Active Offer, “Hello/Bonjour” at first contact with a patient/client or family member Be prepared to listen, hear and understand others Use a calm tone of voice and welcoming body language Introduce yourself and your role to patients/clients, families and other health care providers Report unsafe or potentially unsafe conditions Educate others (patients/clients, families, visitors) about their role in safety Include patients/clients and families in the development and management of their care plan by communicating clearly and checking to ensure that information is understood Communicate with your team members – which includes the patient/client and family – by providing feedback, expressing appreciation and sharing any concerns Know and respect each health care team member’s role and scope of practice Report and disclose any unintended incident for appropriate management and prevention of future incidents Collaborate with patients/clients and families in advancing safe, quality care Welcome close family member(s)/partner(s)-in-care to be present during the stay or appointment/visit Respect cultural diversity and inclusion Only share information relevant to the patient’s/client’s care Give timely responses to questions and concerns Maintain the confidentiality of personal health information and patient/client priva How to reach us By Telephone Toll-free: 1-844-225-0220If we are unavailable to take your call, please leave a detailed message and your call will be returned as soon as possible. Online Complete Form Comments Form × Your first name* Your last name* Telephone number* Email address* Mailing address Preferred method of contact* EmailTelephoneMail Please note that email is not a secure medium and the privacy of your information cannot be ensured. In providing your email address, you hereby accept and understand the inherent risk of transmitting your personal/health information through an unsecured medium. Who is initiating the feedback / concern for patient* PatientFamily / Designated Support Person (DSP)GovernmentHealthcare and Medical StaffOffice of the Ombud (includes Seniors. Advocate and Youth Advocate)Indigenous Health / Tribal Center Health StaffOther Patient Information Patient/client first name* Patient/client last name* Patient date of birth* Geographic Area* Upper River Valley AreaFredericton AreaMiramichi AreaMoncton AreaSaint John Area Not sure what Area? Map of all Areas Name of Facility:* Select the type of feedback you are sending:* Compliment for staff, physicians, or volunteersSuggestion(s) to improve health servicesQuestion(s) and/or Concern about patient care Feedback and/or Concern Description* Feedback and/or Concern Expectations* My feedback/concerns are shared with the appropriate department and I do not want further contact.Follow-up with me once the investigation is complete. Patient Consent will be required.Follow-up with only the above mentioned person once the investigation is complete. This may include the sharing of personal health information . Patient Consent will be required.Follow-up with me AND the above mentioned person once the investigation is complete. This may include the sharing of personal health information. Patient Consent will be required. Please attach any relevant documents Horizon Health Network protects the privacy of individuals receiving health services in accordance with the NB Personal Health Information Privacy and Access Act (PHIPAA). As per PHIPAA, personal or health information collected will only be used for the purpose of tracking, follow up, communications and trending regarding your health experience concern. To properly review and resolve any issues, we work with the patient, or in cases where patient is unable to make their own decisions, their substitute decision maker, to gather and share information about the services received. Please note that the Patient Relations Department is separate from Health Records and therefore feedback and concerns received are not added to a patient's chart. For more information, or if you have questions or concerns about the collection, use or disclosure of your health information regarding patient feedback/concerns please contact Patient Relations at 1-844-225-00220 or Email: Patient.Relations.Patient@Horizonnb.ca