
Northumberland Hills Hospital (NHH) has expanded its patient experience survey to include most inpatient units, marking the second phase of its rollout of a new digital feedback tool.
Since June 9, 2025, patients discharged from the hospital’s Medical/Surgical Units, Obstetrics, and Post-Acute Specialty Services (PASS) have been invited to complete a short survey about their hospital stay. The survey, powered by the Qualtrics platform, is delivered by email or accessed through a QR code included in patients’ After Visit Summaries. The hospital’s Intensive Care Unit (ICU) is not yet part of the rollout.
This move follows the successful launch of the survey tool in NHH’s Emergency Department earlier this year and replaces the interim system introduced in late 2022. The decision to expand the survey program came from the hospital’s Experience Measurement Working Group, which includes staff and leaders from various departments including Patient Experience and Health Records.
Hospital officials say the new platform supports NHH’s broader Experience Framework, which includes policy and measurement as one of its strategic pillars. The digital approach also aligns with provincial guidance aimed at improving transparency and accountability in patient care.
Jennifer Gillard, Vice President of Patient Experience and Strategic Partnerships at NHH, says the hospital has already seen encouraging response levels and looks forward to using the feedback to improve services and track trends over time. The results may eventually be benchmarked against other Ontario hospitals.
Feedback is still welcome through other channels listed on the hospital’s website, including the Compliments and Concerns section. NHH says patient voices remain vital to its mission of delivering high-quality care across west Northumberland County.
(Written by Joseph Goden)