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Patient Advocacy

At Union Health, we strive to meet our patient’s expectations. However, at times we fall short of our mission to serve our patients with compassionate healthcare of the highest quality. When this happens, we want to learn from the unique experiences of our patients and visitors, whether pleasant or unpleasant. We welcome your comments about your experience and we are here to help you resolve any issues you experience in a non-threatening way.
 
 
If you are experiencing an issue, we encourage you to speak directly with the particular staff member or department manager. If these attempts do not meet your expectations, or if you feel uncomfortable addressing your concern with the department, contact a Patient Advocate who will assist you in resolving your concern.
 
 
All patients and their families have the right to file a complaint. Voicing your concern will not affect the care the patient receives at Union Health now or in the future.
 
 
Our Patient Advocates are here to help you with:
  • Concerns about our services or employees
  • Concerns about the care you or a loved one is receiving
  • Compliments to our staff
  • Requests for information
  • Other concerns or comments

Our Process

Your Patient Advocate will ask for some information, including:
  • Your name and the patient’s name
  • The patient's date of birth
  • The department in which the problem occurred
  • The name(s) of any staff member(s) involved
  • The date and time at which the problem occurred
  • A telephone number where we may reach you, your department, and/or room number if you are an inpatient
After gathering this information and speaking with you and/or your family to understand your concerns, we will:
  • Contact and speak with the person(s) named in your complaint
  • Review all appropriate documents, including your medical record, if necessary
  • Collaborate with you to resolve the issue to your satisfaction
  • Document your case in our database and document the determined resolution

Meet Our Patient Advocates

   
Heather Martin
Patient Advocate
patientadvocates@union.health
  Sunni Shultz
Patient Advocate
patientadvocates@union.health
  Matthew Whittaker
Patient Advocate
patientadvocates@union.health

 

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