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Office of Patient Experience

Helping to shape the future of healthcare.

Compliments or concerns? We want to hear from you.

Positive patient and family experiences occur through helpful communication, mutual respect for all and a true partnership between patients, families and staff. We value your opinion and invite your input and outlook. If you have a compliment, suggestion or concern please inform your nurse, healthcare provider or ask to speak to the manager of the department, by calling the Information Desk at 905-895-4521, ext. 2118. If you require further assistance, please contact Patient Relations:

Feedback Form

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By Phone
  • From within the hospital dial ext. 2290
  • From outside of the hospital dial 905-895-4521 ext. 2290
  • Outside of office hours, please leave a message and we will return your call within two business days.
Office Hours

Monday to Friday
8 a.m. –  4 p.m.
(excl. Statutory Holidays)

By Mail

Patient Relations
Southlake Regional Health Centre
596 Davis Drive
Newmarket, ON L3Y 2P9


Helping to shape the future of healthcare

At Southlake, we value what patients and families are telling us about their care. By partnering with you, your family and loved ones every step of the way, we can find ways to help improve our healthcare services.

To help deliver this commitment, Southlake created a Patient and Family Advisory Program with more than 70 Patient and Family Advisors (PFAs) partnering with patients and families towards creating an environment where the best experiences happen.

Are you a person for a positive and effective change?

We are looking for Patient and Family Advisors (PFAs). A PFA is a volunteer who provides advice from the perspective of the patient, family, caregiver or chosen support person in matters that relate to the patient.

For more information regarding becoming a PFA, please review our Patient and Family Advisory Position Guide.

To apply please fill out the PFA Volunteer Application Form.

Our vision: caring for the whole person through spiritual care, connectedness and compassion.

Our spirit is integral to our well-being. Southlake offers a spiritual care program that addresses the spiritual and emotional needs of patients, families, physicians, staff and volunteers. Spiritual care embraces the diverse and unique experience of the individual.

Spiritual care providers offer:

  • Emotional and spiritual support.
  • A compassionate caring presence and empathetic listening.
  • An opportunity to explore the spiritual significance and meaning of illness, suffering and life transitions.
  • Sensitivity and respect of cultural, spiritual and religious diversity.
  • Commitment to confidentiality and privacy.
  • Prayer if requested.
  • To contact a person’s own spiritual/faith leader if requested.  

Spiritual care includes:

  • A multi-faith Spiritual Centre.
  • Grief support groups.
  • Labyrinth walks (an ancient practice used by many different faiths for spiritual centering, contemplation, and prayer).
  • Memorial services, including a Remembrance Day ceremony.

Hours and Contact

8 a.m. to 4 p.m., Monday through Friday.

T: 905-895-4521, ext. 2539

If the spiritual care team is unavailable to take your call, please leave a message and your call will be returned as soon as possible. Messages will only be returned during the business hours listed above.

If your call is urgent, please call Locating at ext. 2216 and ask to have spiritual care paged.

For after-hour emergencies, please call Locating at ext. 2216 and have the on-call spiritual care provider paged. If a Roman Catholic patient is requesting the Sacrament of the Sick, please have the on-call Roman Catholic priest paged.

About the Best Practice Spotlight Organization Program 

Setting the standard that patients and families can expect lies at the heart of Southlake’s 2018 Best Practice Spotlight Organization (BPSO) designation. 

BPSOs are healthcare and academic organizations selected by the Registered Nurses Association of Ontario (RNAO) to implement evidence-based Best Practice Guidelines (BPGs). These guidelines focus on making a positive impact on our patients.

Forty-seven Clinical and ten Healthy Work Environment BPGs have been developed. During the three-year pre-designate term, Southlake implemented 10 of the Best Practice Guidelines and developed BPSO champions by engaging the staff who provide direct care and providing them with educational opportunities and paid time to work on implementing the best practices on their units.

Southlake’s Community Ontario Health Team will be partnering with RNAO to implement Best practice guidelines to further improve our commitment to clinical excellence in the community.

“Being a BPSO is a commitment and investment in Our Values to provide the best possible patient experience,” stated Annette Jones, Vice President Clinical Experiences and Chief Nursing Officer.


Best Practice Guidelines Implemented 

  • Care Transitions (within the organization)
  • Professionalism in Nursing
  • Person and Family Centered Care
  • Caregiving Strategies for Older Adults with Delirium, Dementia and Depression
  • Developing and Sustaining Interprofessional Care 
  • Nursing Care of Dyspnea: the 6th Vital Sign in Individuals with COPD
  • Care Transitions (in and out of the organization)
  • Assessment and Management of Pressure Injuries for the Interprofessional Team
  • Ostomy Care and Management Assessment and Management of Pain
  • Engaging Clients who use Substances
  • Breastfeeding – promoting and supporting in the initiation, exclusivity and continuation of breastfeeding for newborns, infants and young children
  • Care and Maintenance to Reduce Vascular Access Complications
  • Preventing Falls and Reducing Injury from Falls

Southlake will be partnering with our Ontario Health Teams to further improve our commitment to clinical excellence within the community.

Southlake’s Patient Declaration of Values guides how staff, physicians and volunteers interact with patients.