The University Health Service respects the right and responsibility of patients to express their concerns and grievances about the care and services they receive. It is the responsibility of staff to take these concerns seriously and to investigate and report back to the patient about concerns.
As much as possible, patient complaints about the care or services received at UHS are addressed and resolved at the point of origin. Every UHS staff member is expected to take patient concerns seriously and to work on behalf of the patient to resolve the concerns. Patients with concerns and/or complaints that are not resolved at their point of origin are encouraged to speak with:
The Patient Advocate assists both patients and UHS staff in the following ways:
The Patient Advocate shares the patients' perspectives and concerns in UHS leadership meetings and develops strategies for identifying and correcting problems that impact patients. Comment boxes provide patients with easy access to the UHS Patient Advocate. The Patient Advocate conducts patient satisfaction surveys and serves as the staff advisor for the University of Rochester Student Advisory Committee (URSHAC), which provides students with direct access to the Director throughout the academic year.
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 the Health Service. You do not need to identify yourself when you contact the Patient Advocate, or you may ask the Advocate not to identify you when she is investigating 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.
Patients are encouraged to contact the Patient Advocate with problems with the care or service received, with questions about UHS services, and with suggestions for improving the University Health Service. The Patient Advocate can be reached in any one of the following ways: