Your patient experience

Your patient experience

Patient Experience

Providing you with excellent patient care is at the heart of everything we do at Markham Stouffville Hospital. Our goal is to provide you and all our patients with the best care every day. We can do this by creating opportunities to support you and all of our staff, physicians and volunteers on an ongoing basis. We support, develop and implement strategies to improve the quality, safety and efficiency of our services. We believe that everyone at our Markham and Uxbridge sites play a role in enhancing your patient experience.

Patient- and family-centred care 

Patient- and family-centred care is an approach to health care that shapes our policies, programs, facility design and staff day-to-day interactions. Our goal is to make sure our decisions respect your and all our patients’ needs, values and preferences. Below are our four principles of patient- and family-centred care.

1. Respect and dignity

We will treat you and all our patients, staff and families with respect and dignity. We honour and appreciate your ideas and choices. We recognize you and all our patients, families and staff as integral members of our overall care environment.

2. Information sharing

You and all our patients have the right to receive accurate, relevant and unbiased information and details. We want you to feel confident in participating in your healthcare and communicating with the hospital.

3. Participation

We want you and all our patients and families/loved ones to feel empowered, and we encourage you to participate in your clinical decision-making. As the patient, you determine which family/loved ones are involved in your care. This decision is not limited to blood ties.

4. Collaboration

We are always interested in your feedback, and we include all our patients and their family members to help co-design healthcare services, develop policies and evaluate essential programs. We acknowledge and honour the ideas you and all our patients have to offer in ensuring high quality health care for all.

iCare Program

The concept of iCARE was born from the idea that compassion must be at the heart of everything we do. At MSH, we know that excellent medical care is only one part of the picture. Patients and families feel best when care is delivered with empathy, respect and through good communication. Our iCARE Program serves to make this the standard. All staff undergo iCARE training with a focus on building trust and a connection with our patients and families, because we know recovering is only the beginning of the journey for the family.

We want you to have an extraordinary experience while at our hospital, and to truly feel we are Honoured to Care. 

Scent- and latex-free environment

Please do not use any perfumes or scents before you come to the hospital. Our Markham and Uxbridge sites are scent-free environments.

Latex can cause a severe allergic reaction. Please do not bring latex balloons to the hospital. Mylar balloons are acceptable.