Patient Experience

Patient Experience

About Us

Patient & Family Values

Click Here for printable version of the patient values.
Click Here for the French printable version of the patient values.

CKHA's Patient Values were developed under the leadership of the Patient & Family Centred Care Committee and in consultation with the community.  Our 4 Patient Values are: 

  • Mutual dignity and respect for patients, families, and the healthcare team.
  • Mutual information sharing that is correct and relevant. 
  • Participation of patients and families in care and decision making at the level I choose. 
  • Collaboration between patients, families and healthcare providers to create the environment we expect and need.  


As a patient, these values are important to me and my family: 

Mutual dignity and respect for patients, families, and the healthcare team. 

This means the healthcare team:

  • Introduces themselves and calls me by name
  • Pays attention to my privacy and confidentiality
  • Listens to and honours my choices and family viewpoints
  • Recognizes that my family and I bring expertise and experience
  • Gives consideration to my knowledge, cultural values and spiritual beliefs


As a patient, I am a partner in my healthcare. This means I will:  

  • Treat the healthcare team with respect
  • Respect the rights, property, privacy and diversity of other patients and families at CKHA


Mutual information sharing that is correct and relevant. 

This means the healthcare team:

  • Shares information with me at a level and pace I can understand
  • Shares information with family members or friends as identified by me
  • Gives me access to complete information in as confidential and timely manner as possible
  • Confirms that I know how to manage my care
  • Helps me to understand how I can stay healthy and safe 


As a patient, I am a partner in my healthcare. This means I will:

  • Provide the healthcare team information required to provide safe, quality care such as medications taken, allergies and medical history
  • Ask questions. Listen to others. Talk about my concerns


Participation of patients and families in care and decision making at the level I choose. 

This means the healthcare team:

  • Involves me and my family in planning my care and in preparing for when I leave the hospital
  • Includes family and friends I want involved in my care and during procedures when possible
  • Respects my choices 
  • Provides me with the best possible care, treatment, and level of comfort


As a patient, I am a partner in my healthcare. This means I will:

  • Actively participate in the treatment plan we create together 
  • Promote infection prevention e.g. by washing my hands 


Collaboration between patients, families and healthcare providers to create the environment we expect and need.  

This means the healthcare team:

  • Includes me in making decisions about my care
  • Partners with patients and families in hospital design, professional education, policy and program development
  • Gives their full attention when I ask questions or when talking with me
  • Addresses concerns I may have about my experience and provides feedback in a timely manner
  • Learns from my patient experience to improve care


As a patient, I am a partner in my healthcare. This means I will: 

  • Provide feedback to CKHA about my patient experience to improve care such as talking with staff, completing comment cards or satisfaction surveys
  • Not just think it, say it. If I have a question about a process or safety concern, I need to ask. 


As a patient, the concepts of dignity and respect, information sharing, participation, and collaboration are important to me and my family. The patient and family values are based on these concepts of Patient and Family Centred Care, the Philosophy of Care at CKHA.

Our Team

Patient & Family Centred Care

Patient & Family Centred Care is a philosphy where patients and their families are partners in the planning and decision making for their care and treatment. CKHA is committed to providing quality patient and family centred care. Receiving feedback from patients and families helps us to improve the quality of care and services we provide. As a partner in your care, we want to hear from you about what we do well and suggestions on how we can improve the care and services we provide. 

 Core Programs

Patient Role & Safety

Patients are Partners for Safer Healthcare

One of the contributing factors to receiving the best healthcare is to be an active member of your healthcare team. This means taking part and being involved in every decision about your care. This also means asking a member of your healthcare team if you have questions so that you can make informed choices. It means coming prepared for your medical treatment and knowing what to do when you get home. Here are a few simple tips to help you through your hospital experience:

  • Ask your doctor or nurse if you have any questions or concerns about your care.
  • Bring all of your medications with you when you come to the hospital, including all prescription and non-prescription medications, complementary and herbal supplements. You will not be taking your own medications while in hospital, but this will help your healthcare team ensure your medications are ordered accurately.
  • Be sure to tell your healthcare team about your past illnesses, your current health condition, and any past allergies or reactions to medications or food. 


Patient Rights and Responsibilities

You may be asked to sign a consent form for certain tests, procedures and treatments. Before signing, make sure you know and understand the benefits and risks. This is informed consent. If you have any questions or would like additional information before signing, talk to your doctor. You have the right to refuse treatment. You also have the responsibility to disclose all symptoms and changes in your condition to your caregivers and to follow their instructions regarding treatment.

Please appoint a family spokesperson. This person can take on the task of calling the nursing station for information and passing news on to the rest of the family. You are also urged to consider Advance Care Planning. For more information about advance care planning speak to your healthcare provider or visit

Advance Care Planning can help you set in place a: 

  1. Substitute Decision Maker (SDM) - a person who is authorized to give consent and make treatment decisions on behalf of an incapable person.
  2. Power of Attorney for Personal Care - the document used to name in advance your substitute decision maker for personal and healthcare decisions.
  3. Conversation with your SDM and healthcare providers around your values and wishes regarding life-sustaining treatment.


If you have any documentation about your wishes or have named a Substitute Decision Maker, please provide a copy to your caregiver for your chart.

Contact & Locations

Patient Relations

Patient relations is a process that provides a way to track the quality of the patient experience. It is a way to identify opportunities for improvements to better meet the needs and expectations of patients and their families. Patient relations is the responsibility of all staff and physicians at CKHA. Wherever possible, concerns of patients and families should be addressed at the point of communication. We also have a patient relations service available to work with you and your healthcare team to help address unresolved concerns, answer questions or forward suggestions or compliments to the appropriate people or program.

Contact Patient Relations:

Julie Desmarais
Patient Relations Specialist
Phone: 519.352.6400 x 6418 
Fax: 519.436.2535
Email: patientrelations [at] ckha [dot] on [dot] ca 

Mail: Attention: Patient Relations
Chatham-Kent Health Alliance
80 Grand Ave. West
P.O. Box 2030,
Chatham, Ontario N7M 5L9
Hours of operation: Mon. – Fri. 8 a.m. to 4 p.m. excluding holidays


We always appreciate hearing a good story or compliment about your patient experience. If you feel a certain aspect of your hospital experience was exceptional, or you wish to recognize someone, please let us know. You can write, email, or call Patient Relations and we will share your comments or story with those being recognized. You can also submit your comments by filling out the "We're Listening" online form.


Frequently Asked Question

Patient Advisors

Patient Advisors Needed!

Patient Advisors work closely with Quality/Risk & Patient Safety, the Patient Experience Council and committees/groups in which they participate.

Position Summary

The role of the Patient Advisor is to facilitate and encourage participation between those receiving health care and their families, leaders, staff and healthcare providers. The Patient Advisor will enhance the principles of Patient & Family Centered care and help strengthen the quality and safety of healthcare. The Patient Advisor will provide an objective and balanced approach to patient and family perspectives across a wide range of hospital initiatives, programs, services and policies.

This is an advisory role that will influence hospital decisions and provide an objective and balanced approach to patient and family perspectives across a wide range of hospital initiatives, programs, services and policies.


Patient Advisors may be asked to partake in one or more of the following activities:

  • Patient Experience Council
  • Program committees, working groups, projects of a particular interest or relevant experience
  • Advising on policies, practices and Patient & Family Centered Care principles
  • Assisting in educating both staff and the public about Patient & Family Centered Care principles and practices
  • Representing a strong patient voice to advance Patient & Family Centered Care and patient engagement throughout the organization.
  • Participate in learning and development opportunities


Knowledge, Skills, Abilities & Expectations

This voluntary role is advisory in nature, not advocacy in nature. An Advisor seeks to inform a process.

Patient Advisors represent a variety of backgrounds, cultures and age groups and are able to bring and listen to diverse points of view that reflect the population of Chatham-Kent.

Patient Advisors will typically have:

  • A passion for enhancing the health care experience for patients, families & caregivers
  • The ability to share insights and personal health experiences which can help evolve hospital programs, services and priorities
  • Excellent listening skills
  • The ability to contribute ideas, feedback and input with the goal of strengthening health care services
  • The ability to share perspectives, experiences and both positive and negative feedback in a respectful manner
  • The ability to identify personal limitations/boundaries and seek support if required
  • Regular access to email
  • The ability to respond in a timely manner to correspondence
  • The ability to attend meetings as agreed; if unable to attend, provide advance notice to the Council
  • Accountability to the council and any commitments made for additional work
  • The ability to comfortably communicate in English


If you have received care within the past 2 years or if you been a caregiver to someone who has received care in the past 2 years, we encourage you to apply.

Successful applicants will have the opportunity to partner in the planning, delivery, and evaluation of healthcare services in a variety of ways.

To apply:

“Are you interested in volunteering as a patient advisor at Chatham-Kent Health Alliance?"

Click here to apply online or use the printable application

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Chatham Campus

Chatham Site

80 Grand Avenue West
P.O. Box 2030
Chatham, ON N7M 5L9

Sydenham Campus

Wallaceburg Site

325 Margaret Ave
Wallaceburg, ON N8A 2A7