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Patient Complaint Process

The Complaint Process

Patients and their representatives have the right to express concerns about the quality of care or service received at Richmond University Medical Center. This is called presenting a complaint. We encourage the resolution of concerns by speaking directly with a staff member in the department or unit where the problem has occurred. However, if an issue cannot be resolved by speaking with a staff member or if you feel uncomfortable discussing the issue within the department or unit where the issue occurred, we invite you to contact the Patient Relations Office. A patient representative can be reached in the following ways:

By phone: 718-818-4340
By email: patientrelations@rumcsi.org
Web- Rumcsi.org
Or in writing:

Patient Relations Department
Richmond University Medical Center
355 Bard Avenue
Staten Island, NY 10310

 

Grievance Time Frame

Within 7 calendar days a grievant will receive written notification that his/her grievance was received and resolved. If the grievance resolution is not possible within 7 calendar days after the receipt of the grievance, a letter outlining the process and expected time to resolution will be sent to the grievant within 7 days.

Instead of utilizing the hospital’s grievance process ,they may also file a complaint with the New York State Department of Health # 800-804-5447 and/or The Joint Commission (TJC) at 1-800-994-6610 or e-mail at complaint@jointcommission.org

Confidentiality:

All complaints or grievances shall be kept confidential and shared only with involved staff members, or the immediate supervisor.