Patients, families, visitors or staff can contact the Patient Advocate with a concern.
You, your family, significant other, or guardian have the right to tell us when there is a concern. This is called presenting a complaint. If you present a complaint, your care will not be affected in any way.
When contacting the Patient Advocate, please be ready to share the following information:
- 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.
Our investigation will include:
- 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 from the 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 & respond within seven (7) 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.
Is the Patient Advocate employed by the hospital?
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.
What kind of issues does the Patient Advocate handle?
A Patient Advocate looks into and helps resolve patient & family complaints. If you are not satisfied with your care or if there are communication issues, a Patient Advocate can help you.
Who can call a Patient Advocate?
Patients, families, visitors or staff can contact a Patient Advocate with an issue of concern regarding patients.
How can I access the Patient Advocate?
You may contact the Patient Advocate by calling (618) 391-6429 between 7:30 a.m. – 4:00 p.m., Monday-Friday, excluding holidays. The Patient Advocate will meet with you to discuss the concerns.
If I have a complaint, how will it be handled?
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.
Can I report a complaint without giving my name?
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.
What if I want to report my complaint to an outside agency?
You can file a quality of care complaint with the Illinois Department of Public Health at 800-252-4343 / TTY 800-547-0466 or The Joint Commission at 800-994-6610.