Yuma Regional Medical Center
 
 

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Patient Concerns or Complaints

Patient Advocacy
The staff at Yuma Regional Medical Center takes great pride in treating every patient in a caring, skillful and respectful manner. If, however, you or a family member are ever dissatisfied with any of our services, employees or facilities, we ask that you take the following steps so we can respond to your concerns as quickly as possible.

First, voice your concerns to the nurse who is providing your care. If your concern involves your nurse, or if your nurse is unable to resolve the problem, dial "0" from your hospital room (or 928-344-2000 from outside the hospital) and ask to speak with the Resource Coordinator for your hospital unit. Resource Coordinators are on staff 24 hours a day.

If you are calling Monday through Friday from 8 a.m. to 5 p.m., you may also ask to speak with the Nursing Unit Director or a Patient Advocate. Patient Advocates are registered nurses who work with patients and family members to address complaints about hospital care and services. Patient Advocates are experts in assisting with concerns that are not or cannot be addressed by the patient's care team members. If you are calling after regular business hours, you may leave a message requesting that a Patient Advocate contact you as soon as possible.

You may also ask to speak with the Administrative Hospital Supervisor on duty. They are available around the clock to assist with any urgent concerns you may have.

If, after voicing your concerns to the appropriate YRMC staff, your issue has still not been resolved, we ask that you file a grievance by calling the YRMC Patient Advocacy Office at 928-336-2002 or 336-2357 or by sending a letter to:  The Patient Advocate, Department of Spiritual Care and Patient Advocacy, Yuma Regional Medical Center, 2400 S. Avenue A, Yuma Arizona, 85364.

We will acknowledge your grievance within 14 workdays after it is received. After our investigation, we will let you know what actions we took on your behalf to resolve your grievance. If you are still not satisfied, you may request that the Patient Advocate submit your grievance to the YRMC Grievance Committee. The Grievance Committee will respond to you in writing within one week of completing its investigation.

We would appreciate the opportunity to address your grievance, however, you may at any time submit your grievance to the Arizona Department of Health Services, Office of Healthcare Licensure, 150 N. 18th Avenue, Suite 450, Phoenix, Arizona, 85007.

Patient Satisfaction is Our Ultimate Goal
The YRMC staff is dedicated to making your hospital experience as positive as it can be. You can be assured that we will take every step necessary to resolve your concerns.

YRMC will not discriminate against any patient or visitor on the basis of sex, race, creed, national origin, handicap, or ability to pay. This Concern and Grievance Policy and Procedure does not prevent a patient or visitor from filing a grievance of discrimination on the basis of handicap with the U.S. Department of Health and Human Services, Office for Civil Rights, 50 United Nations Plaza, San Francisco, California, 94120, or call (415) 557-6574.

Protected Health Information - Patients Breach of Privacy
Yuma Regional Medical Center is required under the Health Insurance Portability and Accountability Act (HIPAA) to protect patients' health care information. Please tell us about any problems or concerns you have with your privacy rights if you believe the Hospital inappropriately used or disclosed your medical information. Please contact the Privacy Officer at Yuma Regional Medical Center at (928) 336-7600. If for some reason the Hospital cannot resolve your concern, you may also file a complaint with the federal government. We will not penalize you or retaliate against you in any way for filing a complaint with the federal government.

 


© 2014   Yuma Regional Medical Center  |  2400 S. Avenue A  |  Yuma, AZ 85364  |  928-344-2000