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Patient Relations and Satisfaction

At St. Charles Hospital we strive to provide you with the best quality care.  If for any reason we do not meet your expectations, we encourage you to SPEAK UP at any time during your stay.  We have many options for you to discuss your concerns regarding your care throughout the rehabilitation process at St. Charles Hospital.  The following outlines some of the means of discussing any concerns that you may have:

Hospital Staff, Nurses & Doctors:  These are the professionals who you come in contact with every day and know you the best.  They will always make time to listen to your concerns and address your issues

Managers:  Each Nursing Unit and Department has a Manager who can be reached at anytime to listen to you.  They pride themselves in their quick and full attention to your needs.

Patient Advocates:  Visit each patient care unit on a daily basis and are available upon request.  These are generally volunteers who help promote patient satisfaction and “advocate” for your needs.  They will ensure that your concerns are brought to the attention of a Manager.

Patient Relations Department:  Please call 474-6435 to express any concerns you may have if you are not comfortable with meeting with anyone in person.  There will be a person available to listen to your concerns over the telephone.  You can be sure that your problem will be taken seriously and given the attention you deserve.

It is our hope that any problems/complaints brought to our attention are addressed to your satisfaction. However, if for any reason the Hospital is unable to completely address your concerns, you may:

Contact the Department of Health at 1-800-804-5447 or you may file a complaint in writing to:

New York State Department of Health
Centralized Hospital Intake Program
433 River Street 6th Floor
Troy, New York 12180

Contact The Joint Commission:

The Joint Commission
Office of Quality Monitoring
at 1-800-994-6610 or by email: patientsafetyreport@jointcommission.org