Patient Experience

CHEO's Patient Experience team is here for you. We are here to strengthen, personalize and enhance your experience at CHEO. We work with you through any difficulties and share any compliments you may have.

We help children, youth and families ensure their voice is heard during and after a visit or stay. We also help you understand your rights and CHEO's policies and procedures.

If you have questions or feedback about CHEO's COVID-19 response, call our hotline: 613-737-7600 extension 6720.

Getting in touch with a patient and family representative

Your feedback is important to us!
Patient Experience is excited to be starting with a new survey vendor in 2022! While we transition to our new vendor, there will be a pause in our email surveys that we send to randomly selected patients and families after their inpatient, outpatient or Emergency Department visit.

We encourage any patients and families who would like to share feedback on their recent stay or visit to CHEO to reach out to our Patient Experience team using the contact information below. Your feedback, both positive and negative, is heard and used to enhance care at CHEO.

CHEO's patient and family representative is here to listen to your experience. Our aim is to ensure that all of your feedback, both positive and negative, is heard and used to enhance care at CHEO.

If you have general questions or feedback about your experience at CHEO, please contact our Patient Experience team. We can be reached:

Line art of a group of people sitting at a table, with speech bubbles over their heads In-person
Ask one of your care team members to connect you with a member of your Patient Experience Team who would be happy to come and see you during your admission or visit.

Line art of an envelop with the @ symbol on the piece of paper, to signify an email By email

Email us at experience@cheo.on.ca

Line art of a telephone, with lines to indicate a voice speaking through it By phone

Call us at 613-737-7600 ext 3078

Line art of an envelop, to convey a letter being sent By mail
Write to Patient Experience at CHEO:
Patient Experience
Children’s Hospital of Eastern Ontario
W1425- 401 Smyth Road
Ottawa, Ontario
K1H 8L1

Interpretation services

Patient Experience is able to provide services in English and French. For all other languages, interpreters are available in-person, virtually and by phone. CHEO’s contracted interpreters and third-party agencies provide interpretation in over 200 languages.

For families who need to or would prefer to communicate in a language other than English or French, visit our Language and Interpretation webpage for more information.

Family Support Services (formerly Candlelighters)

Family Support Services (FSS) are provided through the Patient Experience Team and address the impact having a child or youth treated at CHEO has on families. These services are funded through the CHEO Foundation. They assist families in coping with unforeseen, ongoing and/or often complex challenges that caring for a child or youth receiving care at CHEO may present.

What services are offered?

Depending on a family’s unique needs, these services can include:

Gas and parking vouchers for families who otherwise would not be able to make appointments or inpatient stays
Grocery support for families who may be affected by loss of wages due to time off work for appointments and care
Academic resources and support for children and youth who are in hospital or too sick to attend their regular classes.

Family Support Services are able to assist Oncology families and currently are being extended to include patients and families from other areas who may also benefit from these supports.

For more information, please contact Jocelyn Lamont by emailing jlamont@cheo.on.ca

Contact us

For questions about Family Support Services at CHEO, please contact Jocelyn Lamont, Patient Experience Specialist ~ Family Support Services.