Complaint and Grievance
Day in and day out, Saint John’s Health Center strives to please the many patients passing through our doors. It does that by providing excellent health care and courteous service in a friendly, comfortable and efficient setting.
Because we’re human, hospital staff sometimes fall short of expectations. On the rare occasion when that occurs, the hospital makes sure to right things as quickly and satisfactorily as possible—often on the spot.
Upon admission, patients are given a courtesy card thanking them for choosing Saint John’s and informing them whom to contact in the event that they need anything. If that “need” becomes a complaint or grievance, it may be reported first to Administration, a nurse, or another employee and eventually passed along to the Director of Quality and Guest Relations.
Complaints, which are less formal than grievances, involve issues that can be remedied immediately; grievances are more serious and usually take longer to resolve. All complaints and grievances are logged in writing by the Director of Quality and Guest Relations and passed along to the hospital Governing Board.
The federal Centers for Medicare and Medicaid Services has mandated that within seven days either a verbal or written response—usually a telephone call—be made to the person complaining, even if the issue has not been resolved. Further written contact is later initiated to convey that the original issue has been resolved.
In all instances of complaints and grievances, the director of the department where the issue arose is responsible for resolving it and attempting to ensure that it is not repeated. The person complaining is always contacted in writing once a problem has been resolved.
Because physicians are independently credentialed by the Medical Staff, issues involving them are addressed through other channels.
Remember: Saint John’s Health Center strives to treat each patient as courteously and responsively as possible, providing excellent health care in the process. If we ever fall short, please do not hesitate to contact us immediately. We pledge to address your concern as quickly as it becomes known.
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