Patient Relations
The Patient Relations office provides patient advocacy services by acting as an intermediary for patients, family members or customers within the hospital community while creating a warm, caring environment to facilitate the flow of information.
During your visit, it is our privilege to assist you with questions or concerns. Calls to Patient Relations will give us an opportunity to resolve your concern and in doing so, have an opportunity to improve our services and the care that we deliver.
Being in a hospital can be unsettling, and you may experience emotions that make it difficult for you to communicate. Our goal is to diffuse difficult or uncomfortable situations quickly and fairly. We value what you have to say, and we welcome your communication with us.
Our Services
We are committed to providing patients, family members and customers with an avenue to have concerns or complaints addressed and resolved. If you are not satisfied with any aspect of your care, treatment or service provided, or if you are unable to receive a response from your physician or nurse, you have available options. Please bring your concerns or questions to the attention of your physician, nurse or the department manager.
If you need to speak to someone other than your doctor, nurse or other hospital staff member, you may contact Patient Relations. At your request, or the request of a hospital staff member, the office will become involved and focus on addressing and resolving your concerns or answering any questions that you may have in a timely, reasonable and consistent manner. Confidentiality is highly respected and maintained.
Patient Relations provides the following services:
- Serves as a central unit to listen, understand and respond to your questions, concerns or fears, and assists you with receiving prompt answers and solutions related to your care or services received.
- Serves as a formal grievance mechanism.
- Assists with explaining policies and procedures.
- Speaks out on behalf of patients and their families and documents all concerns.
- Provides an explanation as to how we will respond to your concern.
- Facilitates open, honest communication with all levels of hospital services.
- Assists you in understanding and exercising your patient rights and responsibilities.
- Bridges the gap where you feel your expectations have not been met.
In the near future, Patient Relations will also have Patient & Guest Services Representatives available to make daily rounds on the nursing units to offer patient advocacy & concierge services for patient satisfaction.
Who May Contact Patient Relations?
Any patient, family member or customer may contact the Patient Relations office. A hospital staff member can also make a referral.
You can file a complaint anonymously, if you prefer not to share your name. However, the investigation and follow up will be more difficult due to the lack of specific information about the case.
When you or your family contact Patient Relations, please be ready to share the following information:
- The nature of your complaint
- 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 assist
Once the exact nature of your concern is clear, Patient Relations will assist in reaching a mutually acceptable solution or answer. The focus is on the best interest of the patient.
Our investigation will include:
- Asking your permission to start the investigation;
- Talking with you and/or your family so that we know your concerns;
- Contacting and talking with the person(s) named in your complaint;
- Reviewing all appropriate documents, including your medical record, if necessary; and
- Collaborating with you on a possible resolution.
Contact Patient Relations
Compliments and concerns can be shared by the following methods:
- During regular business hours on weekdays, please call (202) 448-4025. Calls will be addressed in a timely manner. After regular business hours and on weekends, please call (202) 269-7000 and request to have an administrative supervisor paged.
- Our 24-hour direct line is (202) 269-7099 to share patient care concerns, comments, suggestions and compliments. Calls will be addressed in a timely manner.
- You may write to the Patient Relations Office, Providence Hospital , 1150 Varnum Street, NE , Washington , DC 20017 , or contact us online.
- Visit the Patient Relations office on the ground floor at Providence Hospital .
We Welcome Compliments!
At Providence Hospital , we welcome positive feedback. You or your family may extend a compliment to an individual staff member or to a department by notifying the staff member or department manager. Patient Relations can also be notified via telephone, in writing, on-line or in person to share a compliment.
Your compliment will be shared with the appropriate physician, staff member or department. Compliments are tracked so that our staff and leaders can receive feedback about the good things that we do and inspire others to learn from our successes.
Your Satisfaction Is Important To Us
Providence Hospital continually seeks to maintain and enhance its high standard of service. We want our hospital to be your hospital of choice! You are in the best position to tell us how well we are meeting your needs. We value your comments and encourage your suggestions or comments at any time during your stay. Please take the opportunity to offer feedback about our services as many improvements in our hospital have occurred because patients or their families took the time to tell us about their experience.
Patient Relations seeks to improve how we treat each individual who has entrusted our hospital with their healthcare needs. Our goal is for every patient to have a "Unique Providence Hospital Experience." It is our hope that through our efforts, you and your family will have a positive experience.
