Starting today: your experience matters—every comment helps shape better care. But here’s where it gets controversial: not all feedback travels the same path, and not every concern gets the same spotlight. This is how NL Health Services listens, learns, and acts to improve care across all our services.
Patient feedback program: MyVoiceNL – Experience of Care Surveys
NL Health Services established the MyVoiceNL program to gather feedback and measure how patients experience care across our services. Through surveys, we learn what patients value, where we excel, and where improvements are needed. As part of our commitment to creating a learning health and social system, we use these results to inform planning and drive quality improvement initiatives.
Patient Relations Office
The Patient Relations Office is dedicated to hearing your experiences. Whether you have compliments, concerns, or suggestions, we will follow up and ensure you receive the support you need. We can also help you navigate the health-care system and answer any questions you may have.
Social media and patient feedback
To protect privacy and personal health information, NL Health Services does not respond to patient complaints or concerns shared on social media.
If you have feedback about your health-care experience, we encourage you to contact the NL Health Services Patient Relations Office as outlined below, where concerns can be reviewed confidentially and appropriately.
If you see a social media post about a health-care experience related to NL Health Services, you may direct the person to the Patient Relations Office for support and resolution.
What you can ask or share
- Do you have questions about your health care? We’re here to help. We want to understand your questions and connect you with the right resources to guide you on your health-care journey.
- Do you have concerns or complaints about your experience? We want to hear from you. We will work to address your concerns and resolve the matter. Your feedback also helps us improve.
- Did you have a positive experience? We love hearing about when things go well. Please share so we can recognize the staff involved. Positive feedback helps us understand what we’re doing right.
Policy and steps for giving feedback
If you have feedback to share, please follow these steps:
1. Talk to the health-care provider delivering your services.
2. If you’re not satisfied, ask to speak with the area manager or supervisor.
Contacting the Patient Relations Office
If you need further assistance, please reach out to the Patient Relations Office. You may use the form below or contact us directly:
- Telephone: 1-844-776-4400
- Email: patient.relations@nlhealthservices.ca
Response time and process
We aim to respond to initial calls and emails within three business days, Monday to Friday, during regular business hours.
What happens after you share feedback
- If you share a compliment, we will share the feedback with the staff or program involved and recognize the good work.
- If you share a concern or complaint, we will acknowledge your feedback, initiate an investigation, and respond as soon as possible. We’ll work to find a solution and, if you’re not satisfied with the response, we’ll review the decision with you. We also look for ways to improve the quality of care.
- If you have questions about your health care, we will seek and provide the information you need and connect you with the right resources.
This program exists to learn from every patient experience and to continuously raise the standard of care across NL Health Services. If you agree or disagree with any aspect, we’d like to hear your thoughts in the comments so we can broaden the conversation and drive meaningful change.
