Patient relations

We believe a good working relationship with you and everyone involved in your patient journey is vital to quality care. This relationship must be supported by mutually respectful and open communication.

Ways to share feedback

There are two options for you to share your feedback regarding healthcare services or other support services you or a family member has received. You can share your feedback any time you wish.

Talk to your care team, unit manager, or program manager

We first encourage you to speak with your care team and/or unit or program manager. This is often your best option because your care team knows you best and they may be able to resolve your questions, complaints or issues right away.

Contact Patient Relations

Contact our Patient Relations department by:

• submitting a completed patient feedback form, or
• calling, emailing, or mailing Covenant Health Patient Relations

What happens after I share a concern or complaint?

When you contact Patient Relations, a patient relations consultant (PRC) will review your concern by following the patient concerns resolution process (PCRP):

1. We will gather information and facilitate the investigation if you have a complaint. Depending on how complex your concern is, it may need to be reviewed by multiple levels of the leadership teams.
2. The PRC will work with program or senior leadership teams to resolve your concern.
3. A response will be provided.
4. At the conclusion of the review, further options will be provided to you.
5. If you remain dissatisfied after the PRC’s review is complete, contact the Patient Relations department to discuss how to proceed with escalating your concern.