Patient Advocacy and Satisfaction

Patient Advocacy:

  • Protection of patients’ rights
  • Liaison between patient and hospital
  • Assistance with Health Care Proxies and Advanced Directives
  • Advocates for patient issues with quality of care and staff communication

Overview

At St. Catherine of Siena Medical Center, a multidisciplinary group of caregivers protect patients' rights by serving as liaisons between the patient and the hospital. They act on the patient's behalf by enhancing communication with the clinical team, including doctors, nurses, technicians and clerical staff. Confidentiality is the cornerstone of this patient relationship.

This unique multidisciplinary group of caregivers take time to listen to problems and concerns, and then conveys them to the appropriate hospital staff members and/or administration. By crossing departmental lines and working with staff at all levels, they create solutions that result in patient satisfaction. They further can assist with completion of Health Care Proxies, provide education regarding Advanced Directives and can also arrange for language and/or signing interpretative services at no cost to patients. While the main objective is to solve problems, they also contribute to the establishment of policies that improve the quality of care rendered to patients and families.

To connect with a St. Catherine's Patient Representative, please call (631) 862-3100.

Patient Satisfaction:

At St. Catherine of Siena Medical Center, 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. 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 any time to listen to you.  They pride themselves in their quick and full attention to your needs.

Patient Advocate:  Visits with patients and are available upon request.  The Patient Advocate helps promote patient satisfaction and will ensure that concerns are brought to the attention of a Manager.

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:

Contact the Department of Health at (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:

Contact The Joint Commission at (800) 994-6610 or you may file a concern about a patient safety event in writing to:

The Joint Commission


One Renaissance Boulevard
Oakbrook, Terrace, Illinois 60181

You can also reach the Joint Commission via email at: patientsafetyreport@jointcommission.org

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