Patient and Family Escalation of Care
At times you may have questions, concerns, or the need for more information regarding a patient’s care plan. We want to ensure that you are fully involved in the decision‑making process and that your voice is heard every step of the way.
Our Commitment to Patient and Family-Centred Care
Burnside Hospital treats patients and families as integral members of the care team. We encourage open communication and collaboration between patients, families and healthcare professionals, ensuring every patient’s values, preferences and needs are incorporated into their treatment plan. We want you to feel empowered to actively participate in the decisions regarding your care, to ask questions, and to express any concerns.
Understanding the Escalation Process
In the event that you feel your concerns have not been fully addressed, or if you require further clarification or assistance, we have a clear and structured escalation process in place to hear and appropriately manage your concerns with transparency and trust.
The escalation process:
- Please speak directly with the healthcare professional or team involved in the patient’s care in the first instance. These medical professionals are the most familiar with the patient’s treatment plan and will be able to provide immediate clarification or adjustments as necessary. Open communication with the care team is crucial when ensuring that the treatment aligns with your expectations.
- If your concerns have not been fully addressed after speaking with the primary care providers, ask to speak to the nurse/midwife in charge of the shift. The Shift Coordinator helps patients and families navigate the hospital system, ensuring your concerns are taken seriously and addressed through the appropriate channels. They will act as your advocate and guide you through the escalation process if further action is required.
- In complex or urgent situations when your concerns require a more in-depth review, a senior clinician or the After Hours Hospital Manager/Hospital Coordinator/Clinical Manager will become involved. These professionals have the authority and expertise to assess the situation thoroughly and ensure any necessary changes to the care plan are made. Our senior staff are committed to resolving issues at the highest level to facilitate the best possible outcome for the patient.
Ongoing communication ensures that you remain an active participant in your care and that your concerns are addressed with the utmost priority. We keep you informed throughout the escalation process so that you are never left in the dark about the steps being taken to resolve your concerns.
Burnside Hospital also has site specific escalation processes available which include emergency bells and phone numbers. Please refer to the posters in patient rooms for details.
