Page 34 - CHI ST LUKES VINTAGE HOSPITAL PATIENT GUIDE

PATIENT SATISFACTION Patient Satisfaction Express a Concern
Is Important To Us
If CHI St. Luke’s Health–The Vintage
CHI St. Luke’s Health–The Hospital fails to meet your expectations in
Vintage Hospital participates any way, please let us know. You have the
in the DNV Healthcare right to present complaints about your care
accreditation process. This or treatment to any hospital employee. If
process helps us provide safe, there is a problem, we sincerely want to
high-quality care, treatment, correct it and encourage you to speak with
and services by identifying your caregiver immediately. You can ask
opportunities for any employee, supervisor or director
improvement. to explain our policies on complaints
and grievances.
• Our goal is to provide you with the
best care possible. Your experience If you are unhappy
here is important to us and we want with how any department handles
to hear from you.
your concern, please call
• Are you getting the care you need? Are 832-534-5959 at any time during
your doctors and nurses addressing your stay to report your concern,
your questions and requests? How
can we improve? complaint or grievance.
If
• Please talk with your nurse or case your
manager about any questions or call is not answered, please leave a
issues you may have. message and someone will respond to
your call as soon as possible. We will
How Can We investigate and communicate with you
Help? in an attempt to resolve any concern,
complaint or grievance in a timely manner.
We care about your Some concerns, complaints or grievances
experience during your can be resolved quickly. If you are not
hospital stay. Please let us satisfied with how we handle your concern,
know if we can help you in complaint or grievance, you can report the
the following ways: matter to any CHI St. Luke’s Health–The
Vintage Hospital supervisor or patient
• Speak up if you need us representative even after you have been
to explain your medical discharged from CHI St. Luke’s Health–The
plan more clearly. Vintage Hospital. A concern, complaint or
grievance may be written or verbal.
• Always tell us if you are Certain types of unresolved concerns,
in pain. complaints or grievances that you make us
• Let us know aware of will receive a response in writing
if you need within seven (7) days of CHI St. Luke’s
your room Health–The Vintage Hospital receiving
cleaned or such notification.
if you need
more quiet. While we prefer to address and resolve
your concern using the process described
above, you also have the right to contact
any of the following agencies by phone,
in writing or by email:
Texas Department of State
Health Services
PO Box 149347
Austin, TX 78714-9347
Complaint hotline:
Toll-free: 888-973-0022
Fax: 512-834-6653
Email: Hfc.complaints@dshs.state.tx.us survey of patients’ perspectives of
20
U.S. Department of Health & Human
Services • Office for Civil Rights
1301 Young Street, Suite#1169
Dallas, TX 75202
Toll-free: 800-368-1019 or
800-537-7697 (TDD)
Phone: 214-767-4056 or
214-767-8940 (TDD)
Fax: 214-767-0432
Centers for Medicare and Medicaid
Services (CMS)
CMS-region 6, Dallas, TX
214-767-6469
Unresolved issues or complaints may
also be filed with:
DNV Healthcare Inc.
Attn: Hospital Complaints DNV
Healthcare Inc.
400 Techne Center Drive, Ste. 350
Milford, OH 45150
Email: hospitalcomplaints@dnv.com
Toll-free: 866-523-6842
Visit: DNVAccreditation.com, then
select REPORT COMPLAINT ABOUT
HOSPITAL.
What Is HCAHPS?
It measures patients’
thoughts about their hospital
experience by asking questions
based on communication,
responsiveness, cleanliness,
quietness, pain management,
communication about
medicines, discharge
information and overall
hospital rating.
It’s one more way we
strive to give you the best
possible care.
Patient Survey After Discharge
After your discharge from our hospital,
you may receive a Hospital Consumer
Assessment of Healthcare Providers &
Systems (HCAHPS) survey by mail,
email or online.
Please complete and return. HCAHPS is
a national, standardized, publicly reported
hospital care.