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Patient Advocate

If the patients, families, visitors, or staff at Anderson Hospital have a concern, they can contact the Patient Advocate. If you have a concern that you cannot resolve with your doctor, nurse, or caregiver, please call the Patient Advocate to begin the complaint process.

The Complaint Process

If you or someone you know has a concern during your experience with Anderson Hospital, you have the right to present a complaint to us. This includes your family, significant other, or guardian. Presenting a complaint will not affect the medical care you or your loved one receive in any way.

When contacting the Patient Advocate to present a complaint, please be ready to share the following information with them:

  • The nature of your concern
  • The name(s) of the person(s) involved, if known
  • The department in which the concern occurred
  • The date on which the concern occurred
  • Your ideas about how you would like us to help

After you present a complaint, the Patient Advocate will begin an investigation. The investigation process will include the following:

  • Asking your permission to start the investigation if someone else is calling on your behalf
  • Talking with you and/or your family so that we know your concerns
  • Contacting and talking with the person(s) named in your complaint
  • Reviewing all appropriate documents, including your medical record, if necessary
  • Collaborating with you on a possible resolution

What to Expect During the Complaint Process

A representative from Anderson Hospital will contact you, review your complaint, and make every effort to resolve your concerns at that time. If your complaint cannot be resolved in a timely manner, it will become a grievance. We will make every effort to review and respond within seven business days. An Anderson Hospital representative will communicate with you if additional time is needed to complete the review. A letter will be sent to you in response to concerns regarding the quality of care received that will include the name of the hospital contact, steps taken for the review, results of the review, and the completion date.

Patient Advocate Frequently Asked Questions

Yes, but the Patient Advocate acts as a neutral party by serving as a link between you and the hospital. Patient Advocates are not lawyers and do not provide legal advice.

A Patient Advocate looks into and helps resolve patient and family complaints. If you are not satisfied with your care or if there are communication issues, a Patient Advocate can help you.

Patients, families, visitors, or staff can contact a Patient Advocate with an issue of concern regarding patients.

You may contact the Patient Advocate by calling 618.391.6429 Monday – Friday from 7:30 a.m. to 4:00 p.m., excluding holidays. The Patient Advocate will speak with you to discuss the concerns.

The Patient Advocate will look into your complaint and work with you to resolve the issue. Your complaint is then entered into our database and reports are sent to hospital leadership several times a year. This information is used to enhance the services we deliver.

Yes, but the investigation and follow-up will be more difficult to do because we will not be able to use specific information about your case.

You can file a quality of care complaint with the Illinois Department of Public Health at 800.252.4343 / TTY at 800.547.0466 or The Joint Commission at www.jointcommission.org and click “Report a Safety Concern”.

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