Patient Relations is here to strengthen the relationship between the hospital and our guests. The Patient Relations team objectively manages patient and family feedback with the goal of improving patient experience and quality of care, managing risk and identifying gaps between patient expectations and experiences of care. The core functions of the Patient Relations Office are:
- Service Recovery: Improve patient satisfaction and manage risk to the hospital, the staff and physicians
- Complaint/Grievance Management: Restore trust and confidence in the hospital
- Process Improvement: Identify potential areas for quality and safety improvement
How we can help
The Patient Relations team objectively manages patient and family feedback with the goal of improving patient experience and quality of care, managing risk and identifying gaps between patient expectations and experiences of care. We do this by:
- Visiting patients to ensure needs for appropriate care are met
- Provide information and responses to questions from patients, friends and family
- Assist in communication with the clinical care team
- Respond to, review and resolve concerns
- Communicate care compliments and recommendations to staff and leadership
When to contact Patient Relations
The Patient Relations Department welcomes the opportunity to assist in an effort to meet the expectations of our patients, family members and visitors and can assist with the following:
- When a patient, family member or visitor wants to make a formal complaint with regard to their care and/or services
- To help facilitate communication between physicians, nurses and other staff members and a patient, family member or visitor who has concerns that cannot be resolved by staff present
- To help interpret a hospital policy for a patient, family member or visitor or when a special or unusual situation arises for which there is no specific existing policy or responsible department
- When a patient, family member or visitor expresses an interest in learning more about advance medical directives
- Assist in clarifying a Patient’s Rights and Responsibilities
Patient Relations Contacts by Location
Good Samaritan Patient Relations: 513 862 2582, Monday through Friday, 8 a.m. to 4:30 p.m.
Bethesda North Patient Relations: 513 865 1115, Monday through Friday, 8 a.m. to 4:30 p.m.