We are centered on providing you with high quality patient care and excellent customer service. As a patient, you have the right to have your cultural, psychosocial, spiritual and personal values, beliefs and preferences respected. We know that to consistently meet your needs and expectations, we must listen attentively, keep you informed of your progress and the plan of care, respond with care and compassion and take appropriate clinical actions to assist you toward health and/or discharge.
We ask that at any time we do not meet or exceed your expectations that you give us the opportunity to immediately address your concerns. Each member of our healthcare team is eager and prepared to address and try to resolve your concerns. We recommend your first step be to notify your nurse or physician immediately of your concerns. We know that sometimes our patients and families are not comfortable speaking directly to a care provider. To help you, we have identified the following steps to address your concerns and speed up a resolution.
- Contact the Nurse Manager of the nursing unit you are on. If in an outpatient area, contact the Department Manager.
- Ask for the Charge Nurse in the absence of the Nurse Manager.
- If you need immediate attention that the Charge Nurse cannot effectively address, have the operator or Charge Nurse contact the Nursing Supervisor (3 p.m. to 7 a.m., Monday through Friday and 24 hours on Saturday/Sunday and holidays).
- At any time you may contact the Customer Help Line at 443-777-6555 and follow the voice mail directions. Someone will respond to you within the next business day.
- If the issue or concern cannot be effectively resolved or an agreed upon plan for the next steps/resolution identified, the Nursing Supervisor may refer (or you may request that your concern be taken) to the Clinical Service Line Administrator, then to the on-call Hospital Administrator or to the Vice President of Patient Care Services.
According to Federal and State laws, we must inform you that you have the right to contact the Department of Health and Mental Hygiene in the State of Maryland and/or the Joint Commission for Accreditation of Hospitals concerning safety and quality of care concerns if we do not effectively address your concerns to your desired resolution.
Remember, we want to exceed your expectations and in doing so, achieve high patient satisfaction. Please use this process and allow us the opportunity to prove to you that we are a hospital of choice and truly "Centered on You."
You have the right to have your questions and concerns addressed by the staff of this hospital, starting with the manager of the department, your physician, any supervisory staff and our senior leadership.
You may also contact the Customer Help Line at 443-777-6555. We will thoroughly investigate all patient safety concerns. If your concerns about patient safety and quality are not resolved, we encourage you to contact the Joint Commission.
You can reach the Joint Commission at 1-800-994-6610 or email your complaints to [email protected]. You can reach the Department of Health and Mental Hygiene at 1-877-402-8218 or complete an online Complaint Report Form.
MedStar Franklin Square participates in the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. This is a nationwide survey of what hospital patients say about the care they received during a recent hospital stay. Patients are randomly selected to participate in the survey and the data is analyzed by an outside agency. The survey allows consumers to make fair and objective comparisons between hospitals, and asks patients to provide feedback about topics for which they are the best source of information. The survey results are updated quarterly and made public at hospitalcompare.hhs.gov.