Patient Feedback and Complaints

The Neurocentre of Eastern Ontario (NEO) is committed to providing high-quality neurological care in a respectful and patient-centered environment. Feedback from patients and families plays an important role in helping us improve the quality, safety, and experience of care provided at our clinic.

We welcome comments, suggestions, compliments, and concerns from patients and visitors.

Providing Feedback: Patients are encouraged to share feedback about their experience at NEO. Feedback may include suggestions for improvement, comments about services received, or recognition of positive experiences with our staff and clinical team. This information helps us identify opportunities to enhance the quality of care and services provided by the clinic.

How to provide Feedback?

  • Using the patient feedback tablet available in the waiting area

  • Speaking directly with a member of the clinic staff

  • Sending feedback by email to the clinic

  • Sending written feedback by mail or letter to the clinic address

All feedback is reviewed by the clinic team and used to support ongoing quality improvement.

Raising a Concern or Complaint: If a patient has concerns about their care or experience at the clinic, we encourage them to bring the matter to our attention so that it can be reviewed and addressed. Our goal is to resolve concerns in a timely and respectful manner.

When a concern or complaint is received, the clinic will review the information and take appropriate steps to understand and address the issue. In some cases, additional information may be requested to assist with the review.

Patients will be informed of the outcome of the review when appropriate.

Respectful Communication: NEO is committed to maintaining a respectful environment for patients, visitors, and staff. We ask that all feedback and concerns be communicated in a respectful manner so that issues can be addressed constructively.

Confidentiality: All feedback and complaints are handled with appropriate attention to privacy and confidentiality.

Contact Information: Patients who wish to provide feedback or raise a concern can contact the Neurocentre of Eastern Ontario using the contact information listed on the clinic website.

NEO values patient input and is committed to continuous improvement in the quality and safety of care we provide.