University of Rochester

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Last modified: Wednesday, 24-May-2017 13:56:34 EDT

University Health Service (UHS)

Addressing Patient Concerns
Patients Seen at the University Health Service

Please Note: Contact with concerns related to care and services received in Strong Memorial Hospital (SMH) or an SMH-affiliated doctor's office.

The University Health Service (UHS) respects the right and responsibility of patients to express their concerns and grievances about the care and services they receive at UHS. Whenever possible, patient complaints about the care or services received at UHS are addressed and resolved at the point of origin or with the staff member's supervisor or the manager of the area. Patients with concerns and/or complaints that are not resolved at their point of origin are encouraged to speak with the UHS Patient Advocate.

The Patient Advocate assists both patients and UHS staff by responding to patient concerns and working to resolve them. The Patient Advocate will look into your concern and collect as much relevant information as possible. This step will include speaking with the appropriate UHS managers and the Director of UHS. You do not need to identify yourself when you contact the Patient Advocate, or you may ask the Advocate not to identify you when they are gathering information related to your concern. If the Advocate feels you need to be identified for the concern to be addressed, she will tell you and let you decide whether to proceed further. Once the review is completed, the Advocate will share the outcome and actions with you.

The Patient Advocate shares the patients' perspectives and concerns in UHS leadership meetings and develops strategies for identifying and correcting problems that impact patients.

Contacting the UHS Patient Advocate

Patients are encouraged to contact the Patient Advocate with concerns with the care or service received, with questions about UHS services, and with suggestions for improving UHS.

The Patient Advocate can be reached in any one of the following ways: