Patients Residents & Families

Office of Client Experience 


Bruyère takes your feedback and concerns seriously. If you have concerns about your care, it is essential to advise a member of the care team as soon as possible. They will take the necessary steps to address the situation and to refer you to the person best suited to help you. You may also ask to speak directly with the manager or the program director.

If you need more information or support, you can contact the Office of Client Experience. Our client experience advisors provide a safe and welcoming place for patients and their loved ones who want to express concern or give general feedback related to a hospital stay. They are also keen to receive any praise and compliments you may want to share!

We use this information to make things better for you and for all patients at Bruyère.

All concerns will be heard in a confidential, courteous, and respectful manner. Rest assured that sharing your concern will not have a negative impact on the quality of care you or your loved one receives.

When the Office of Client Experience gets involved:


  • Your concern will be received and documented within 5 days of initial contact
  • An investigation will take place
  • The results of the investigation and an explanation of any decisions or actions that were taken will be shared with you within 10 days
  • We will confirm with you that your concerns were addressed to the best of your satisfaction

What can the Office of Client Experience do?


  • Provide a safe and welcoming place where patients, residents and visitors can share their experiences with our services at Bruyère
  • Ensure that concerns and complaints raised by patients, residents, and their families are investigated
  • Support patients, residents, and their families by communicating their interests effectively to the relevant people on the care team
  • Facilitate conflict resolution
  • Share feedback and suggestions with our Leaders to affect change and lead to improvements
  • Answer questions related to Bruyère’s services, policies and procedures

What does the Office of the Client Experience not do?


  • Act as a first responder when conflict arises
  • Get involved with concerns that can easily be addressed at the unit level
  • Represent a means to circumvent rules or policies
  • Act as a Patient Advocate – The Office of the Client Experience Advisors maintains a neutral position
  • Accept complaints from those who wish to remain anonymous
  • Get involved without the patient or resident’s consent
  • Report on Professional Practice or Human Resources matters

Help us make Bruyère better


Consider joining our Patient and Family Advisory Committee. Follow this link: Bruyère - Patient and Family Advisory Committee for Hospitals (bruyere.org)


Patients have rights and responsibilities too


See our Declaration of Values here.

Contact the Office of Client Experience!

We welcome your comments in writing, in person or over the phone.

We are dedicated to inclusion and accessibility – please notify us of any accommodation you require to facilitate your communication with us.

Client Experience
613-562-6262, ext. 1051
43 Bruyère, Ottawa, On, K1N 5C8

The Office of Client Experience will do its best to help find a resolution to your concerns. However, if you are not satisfied with the resolution offered through this process, you can visit the Office of the Patient Ombudsman of Ontario’s website here: www.patientombudsman.ca