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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 the Patient Relations Office and a member of our Patient Relations team will be able to assist you.

By email:


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 Office
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.

Spiritual Care at Southlake


Patients and families can request spiritual care visits through their care team or by emailing spiritualcare@southlake.ca, or calling 905-895-4521 ext. 2198. After-hours support is available 24 hours a day by calling the switchboard at 905-895-4521.

Southlake is focused on a patient-centred approach to spiritual care and ensuring that everyone is treated with respect, dignity and compassion.

About the Program

Southlake has established partnerships with many community spiritual care leaders and faith groups, enabling us to facilitate a spiritual care program tailored to the unique needs of each patient. Through our list of more than 65 spiritual care contacts, our program offers an inclusive community-based partnership approach to support the individual needs of patients and families. All spiritual care providers are committed to confidentiality and privacy.

Southlake maintains two on-site spiritual care centres located in the main building of our Davis Drive site (level 1 lobby) and in the Stronach Regional Cancer Centre (level 2). These spaces are managed by Southlake’s dedicated team of spiritual care volunteers and are available 24/7 for prayer, quiet reading, reflection and meditation for patients and families. In both areas spiritual items such as books, beads and rugs are available for all.

Spiritual care volunteers offer support to our patients each day and maintain our collection of faith-based materials, including copies of the Old and New Testaments, Quran, Bhagavad Gita, Vedas, and more, which are available to all patients and families upon request.

If you wish to receive visits from members of your faith community, please speak to your care team.


About the Best Practice Spotlight Organization Program 

Setting the standard that patients and families can expect lies at the heart of Southlake’s Best Practice Spotlight Organization (BPSO) designation. Originally achieved in 2018, Southlake continues to maintain this 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.

RNAO has more than 50 BPGs covering nine categories: children and youth; clinical; equity, diversity and inclusion; foundational; health system; healthy work environment; mental health and substance use; older adults; and population health. Southlake has implemented 17 of the BPGs 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.

Best Practice Guidelines Implemented 

  • Care Transitions (within the organization)
  • Professionalism in Nursing
  • Person and Family Centered Care
  • Caregiving Strategies for Older Adults with DeliriumDementia 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
  • Oral Health: Supporting Adults who Require Assistance
  • Embracing Cultural Diversity in Health Care: Developing Cultural Competence
  • Promoting Safety: Alternative Approaches to the Use of Restraints
  • Workplace Health, Safety and Well-being of the Nurse

As a member of the Northern York South Simcoe Ontario Health Team, Southlake has partnered with several organizations within the OHT and the RNAO to implement Best Practice Guidelines to further improve our commitment to clinical excellence in the community. The Northern York South Simcoe Ontario Health Team will receive full designation as Best Practice Spotlight Ontario Health Team in June 2024.

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