Page 26 - StLV Guide 2017

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Patient Satisfaction Is Important To Us
CHI St. Luke’s Health–The Vintage Hospital participates
in the DNV Healthcare accreditation process. This process helps us provide safe, high-quality care, treatment, and services by identifying opportunities for improvement.
• Our goal is to provide you with the best care possible. Your experience here is important to us and we want to hear from you.
• Are you getting the care you need? Are your doctors and nurses addressing your questions and requests? How can we improve?
• Please talk with your nurse or case manager about any questions or issues you may have.
Express a Concern
If CHI St. Luke’s Health– e Vintage Hospital fails to meet your expectations in any way, please let us know. You have the right to present complaints about your care or treatment to any hospital employee. If there is a problem, we sincerely want to correct it and encourage you to speak with your caregiver immediately. You can
ask any employee, supervisor or
director to explain our policies on complaints and grievances.
If your
call is not answered, please leave a
message and someone will respond to
your call as soon as possible. We will investigate and communicate with you
in an attempt to resolve any concern, complaint or grievance in a timely manner.
Some concerns, complaints or grievances can be resolved quickly. If you are not satis ed with how we handle your concern, complaint or grievance, you can report the matter to any CHI St. Luke’s Health– e Vintage Hospital supervisor or patient representative even a er you have been discharged from CHI St. Luke’s Health– e Vintage Hospital. A concern, complaint or grievance may be written or verbal.
Certain types of unresolved concerns, complaints or grievances that you make us aware of will receive a response in writing within seven (7) days of CHI St. Luke’s Health– e Vintage Hospital receiving such noti cation.
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
U.S. Department of Health & Human Services • O ce 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 led 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
A er 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 survey of patients’ perspectives of
hospital care.
If you are unhappy
with how any department handles your concern, please call 832-534-5959 at any time during your stay to report your concern, complaint or grievance.
How Can We Help?
We care about your experience during your hospital stay. Please let us know if we can help you in the following ways:
• Speak up if you need us to explain your medical plan more clearly.
• Always tell us if you are in pain.
• Let us know if you need your room cleaned or
if you need more quiet.
PATIENT SATISFACTION