Average score lags well below consumer expectations
If a local restaurant received a 2.88 out of five stars in online reviews, most people would steer clear. But this is the average score for Canada’s major hospitals, according to a new Financial Post analysis. The report, based on research from SecondStreet.org, reviewed almost 9,000 Google Maps reviews of 84 hospitals. Each reviewed hospital had at least 30 user comments. Only two hospitals received a score of four stars or higher, highlighting a serious gap in public satisfaction.
The reviews reveal a recurring theme: wait times dominate patient complaints. Some patients described waiting 10 or even 14 hours in emergency departments. One frustrated reviewer wrote that the wait was so long and discouraging that traveling abroad for treatment might be a better option. Another described their experience so poorly that they suggested the hospital should be shut down entirely.
Seven Oaks General Hospital among lowest performers
Seven Oaks General Hospital in Winnipeg had the lowest score among the 84 analyzed, with a rating below two stars. A patient described it as a terrible place for medical emergencies, waiting two hours just to be called, only to sit in a room for eight hours with no doctor. Others noted the staff was unresponsive, with one comment stating they were 'just chatting' while patients endured over 10 hours of pain.
Despite the largely negative feedback, some positive reviews appeared for Seven Oaks. One user praised the ultrasound department as 'kind and efficient' and the front desk as 'very helpful.' However, these favorable remarks were the exception, not the rule, showing a pattern of overall dissatisfaction.
British Columbia hospitals averaged just over three stars, the highest in the country, but even that score is not encouraging. The absence of a zero-star option on Google may slightly inflate the numbers, but the underlying issue of subpar care remains clear. Three out of five may be average, but in the context of health care, it is a red flag.
Vancouver’s Mount Saint Joseph outperforms the rest
Mount Saint Joseph Hospital in Vancouver stood out, earning an impressive 4.25 stars based on 122 reviews. The hospital, part of Providence Health Care, was founded over a century ago by nuns to serve Vancouver’s disadvantaged Chinese community. Today, it is known for its mission-driven care and commitment to patient well-being.
During a visit in March, staff at Mount Saint Joseph emphasized their patient-first approach. They regularly ask patients what they need or want for the day and what can help them feel more comfortable. This level of attention appears to set the hospital apart from others where staff often fail to listen. Employees also reported feeling heard by their management, which fosters a culture of empowerment and continuous improvement.
St. Paul’s, the sister hospital to Mount Saint Joseph, was also ranked highly. Both institutions are part of a non-profit provider, and their board is not appointed by government officials — instead, it is managed by the Providence Health Care Society. This independence may help preserve their mission-oriented focus and influence staff attitudes toward better patient care.
Toronto’s Mount Sinai Hospital was the only other hospital in Canada to receive four stars or more. It, too, was part of the non-profit provider model. The data point to a possible benefit of government partnerships with such non-profits. While public funding remains in place, the delivery of care is entrusted to organizations with a strong commitment to quality.