Wednesday, November 14, 2012

Ornge Improves Patient Relations Process

TORONTO, November 13, 2012 /Canada NewsWire/ - Ornge, Ontario's provider of air ambulance and related services, is introducing new measures to better connect with its patients.

"Patients are at the centre of everything we do at Ornge, and we are committed to communicating with them openly and transparently," said Ron McKerlie, Interim President and CEO of Ornge. "If our service does not meet a patient's expectations, they will have a way to express their concerns and to receive a response."

The improvements include a more accessible patient relations section on the Ornge website and a streamlined complaints process that is easier for patients and their families to navigate, including:

...Acknowledging inquiries within 1-2 business days
...Providing a timeline and contact information to patients
...Contacting the patient with the findings to provide clarification and resolution

If a patient or family member has concerns, questions or general feedback about a transport, they can visit the new patients' section of the website to find details of our patient relations process. They can also contact Denise Polgar, Ornge's recently appointed Patient Advocate, who acts as a liaison with patients and families, helps resolve concerns about patient care and service, and advocates for operational improvements based on the Ornge Declaration of Patient Values. The new section of the website also includes results of Ornge's patient satisfaction surveys.

Ornge takes concerns about the transport experience seriously and welcomes the opportunity to work with families to address complaints and to resolve issues. Every complaint about patient care and service delivered by Ornge is shared with the Ministry of Health and Long-Term Care, which can launch an independent investigation.

These measures build on recent improvements to enhance the quality of service for Ontario patients. In September, Ornge was granted clearance from the U.S. Federal Aviation Authority to fly its helicopters into U.S. airspace. Ornge also recently announced a new scheduled flight service for advanced care patients in the Sudbury to Sault Ste. Marie corridor and introduced a new conflict of interest policy.


Ornge, a not-for-profit organization, coordinates all aspects of Ontario's air ambulance system, the critical care land transport program, paediatric transport program and the authorization of air and land ambulance transfers between hospitals.

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