Patient Relations Department Horizon’s Patient Relations Department acts as a liaison between patients, clients, families, and care teams. We work to help resolve concerns related to care and communication by fostering understanding, rebuilding trust, and promoting accountability in the overall patient care experience. Our compassionate team provides a confidential environment to: Listen to your feedback, concerns, and ideas to improve our health care system and patient/family experiences Connect patients and families with health care staff to improve communication and resolve misunderstandings or concerns Receive and share compliments Provide patients and families with feedback on requested investigations and questions, addressing their input and concerns Provide information on Horizon’s policies and procedures, such as Rights, Responsibilities and Expectations, Family Presence, and Access to Health Records Who do I contact? 1) Member of your health care team Whenever possible, you and your family are encouraged to speak directly with your health care provider or team if you have questions, feedback, or concerns about your treatment, care, and experience. Your health care team knows you and your treatment plan best and can often resolve your concerns in a timely manner. 2) Manager or supervisor You can also ask to speak to the manager or supervisor of the service regarding your feedback or concerns. They have direct access to communicate directly with your health care team to address issues in a timely manner. 3) Patient Relations If you are not comfortable or able to address your feedback or concerns directly with your health care team or the manager/supervisor, you can contact the Patient Relations Department. A member of our team will follow up within 3 business days. Will things become worse for me if I bring forward feedback and concerns? No. Do not hesitate to discuss your feedback or concerns with staff involved in your care or the care of a family member. Your feedback is important to us and is seen as an opportunity to improve our services. Horizon values your input and experience and is committed to addressing all feedback and concerns in a fair and objective manner. How to reach us By Telephone Toll-free: 1-844-225-0220If we are unavailable to take your call, please leave a detailed message with your name, contact number, and the nature of your feedback or concern, and a member of our team will follow up. 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* Fredericton AreaMiramichi AreaMoncton AreaSaint John AreaUpper River Valley Area Not sure what Area? Map of all Areas Facility Type:* HospitalHealth CentreVeterans Health ServiceOther 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 Note: Horizon Health Network requires verbal consent from the person who received the service/treatment or their substitute decision maker, power of attorney for personal care, proxy, executor of the estate, or guardian to access personal health information for the purpose of handling the feedback or concern.. By Mail Send a letter to your local health care facility, addressed to Patient Relations. In Person Our offices are located at the following hospitals: Dr. Everett Chalmers Regional Hospital (Level 4) Miramichi Regional Hospital (Level 4) The Moncton Hospital (Main Level) Saint John Regional Hospital (Level 2) Submit a compliment Recognize an exceptional Horizon staff member, physician, or volunteer by sending a Bravo! or contacting the Patient Relations Department. View PDF