Page 2 of 4: Patient Relations team centralizing services across Unity Health

Effective Jan. 15, the Patient Relations team will be centralizing their services across Unity Health. This means that all patient relations specialists will support intake and resolution of feedback across all three sites. This will help to optimize Patient Relations coverage across the network.

Patient Relations at all three sites will now use a single phone number and email address: 416-864-5215 and [email protected]. Site-specific mailing addresses will continue to be used.

This change will not have any impact on the Patient Relations process and the team will continue to be available from 8:30 a.m. to 4:30 p.m., Monday through Friday, to help clinical teams troubleshoot challenging situations. Note: The Patient Relations formalized a hybrid model of work in April 2023, this means that the team is onsite three days per week and working remotely other days.

What this means for you and your team:

• If you are trying to reach Patient Relations, please use the new contact information: 416-864-5215 and [email protected].
• Please update any contact information you provide to patients and families and ensure your teams are aware of this change.
• The Patient Relations team will continue to support scheduled in-person meetings, as needed.
• As always, every effort should be made to resolve concerns in the area where they arise.
• If a concern can’t be resolved in the area, please provide Patient Relations contact information to patients, families and/or visitors. The team will respond to calls and emails promptly.
• You may be working with new people. The Patient Relations team includes: Ana Tran, Nicole Yuen, Sam Edgar, Yaser Ibrahim, Sandy Pacheco and Kaitlen McKenny.

For questions, please contact Sally-Ann Johnson, manager, Patient Experience.