The Complaint Process

Patients, families, visitors, or staff can contact Patient and Family Relations with a concern.

You, your family, loved one, or your guardian have the right to tell us when something is wrong. This is called presenting a complaint. If you present a complaint, your care will not be affected in any way. If you send a complaint by fax, email or written letter, Patient and Family Relations will acknowledge your communication within two business days.

When contacting Patient and Family Relations, please be ready to share the following information:

• The nature of your complaint
• Your medical record number
• The name(s) of the person(s) involved
• The department in which the problem occurred
• The date on which the problem occurred
• Your ideas about how you would like us to help

Our Investigation Will Include:

• Asking your permission to start the investigation in circumstances where someone else is calling on your behalf
• Speaking with you and/or your family to understand your concerns
• Contacting and speaking with others involved in your complaint
• Reviewing all appropriate documents, including your medical record, as necessary
• Collaborating with you on a possible resolution

What to Expect

Someone from Patient and Family Relations will contact you, review your complaint, and make every effort to resolve your concerns at that time. If your complaint cannot be resolved in a timely manner, it will become a grievance. Patient and Family Relations will review and resolve the grievance within 7 business days. If other departments are involved in the review, every effort will be made to resolve the issue within 30 days. A Patient and Family Relations specialist will communicate with you if there is no resolution within the above time frames. A letter will be sent to you with the resolution, including the name of the hospital contact, steps taken for the review, results of the review and the completion date.