The Emergency Departments are experiencing high volumes of patients who need care. Please be prepared to wait. The most serious cases are treated first.
Not all health concerns need emergency care. You can also book a virtual visit or go to an urgent care clinic for these concerns. For life-threatening symptoms, call 911 or go to the nearest hospital.
Thank you for your patience.
Waterloo Regional Health Network (WRHN) is committed to patient-centred care.
We welcome your input. Your feedback helps us understand what we are doing well and where we can improve. Together, we make care and the patient experience better. WRHN works hard to give the best care and experience possible. To help us do this, we encourage you to share your feedback. We welcome both your compliments and your concerns.
If you have any concerns, start by sharing them with your healthcare team. They can respond quickly and make changes to help address them. If you need more support or would like to talk to someone who is not a part of your care team, we are here to help. Ask to speak to the clinical manager or contact the Patient Experience Team.
The Patient Experience Team helps support communication between patients, families, and the healthcare team. If you have a concern, our team is here to:
Once we understand your concern, we will work to resolve the issue. This may include meeting with your healthcare team to talk about your concerns.
We document all feedback. We also report it to WRHN’s leadership team to help us continue to improve. Our goal is to deliver an exceptional healthcare experience with compassion.
The Patient Experience Team is available Monday to Friday from 8 a.m. to 4 p.m. by:
The Patient Experience Team responds to feedback and helps resolve concerns. Here is what you can expect when you contact our team with an issue or concern:
We will do our best to help with your concern. We understand that what feels like a solution can be different for each person. If you still need support, you can reach out to the office of the Patient Ombudsman.
The Patient Ombudsman helps with complaints about care in Ontario, including in:
They listen to concerns and help find fair solutions.
Have you had contact with the Patient Experience Team? We want to hear about your experience. Your feedback helps us understand what worked well and what could be better.
Please take a few minutes to fill out this short survey. Your answers are private and anonymous. Thank you for taking the time to share your voice.
