Reporting Complaints and Compliments

Process for Reporting Complaints and Compliments Regarding Patient Care or Safety

St. Luke's Hospital continually strives to provide high quality healthcare services to all patients in a manner that is personal and compassionate and to deliver care in an atmosphere that is safe, friendly, and comforting. Should the hospital fall short of this objective at any time, its patients have the right to express their unmet needs and the right to expect that those needs be met, if at all possible.

Patients are encouraged to report any and all concerns about patient care and safety. This helps the hospital to identify areas that need improvement and to implement changes in hospital policies and procedures.

Of course we want to hear about the good things too. Please share your positive comments and experiences with us and let us know about those St. Luke's employees and physicians who go above and beyond to meet your needs. Any concern a patient, or patient family member, has while the patient is still in the hospital should be reported first to the nurse or nursing supervisor in charge of that patient's care. If the nurse cannot resolve the problem, the patient or family member should ask to speak with the Vice President of Patient Care Services or the Administrator On-Call. If the concern is not resolved at this level, the complainant should contact the office of the hospital President/CEO at extension 3250.

Patients or family members have three ways to voice a complaint or a compliment regarding patient care or safety following discharge from the hospital or in regards to outpatient services:

Call Risk Management at (828) 894-0938
Email Rachel Wood
Mail a written explanation to: St. Luke's Hospital, Risk Management, 101 Hospital Drive, Columbus, NC 28722

St. Luke's Hospital continues to be accredited by The Joint Commission. The Joint Commission is most interested in the quality of patient care provided and the safety of the patient care environment. If a patient or patient family member has followed the complaint resolution process described above and does not feel the complaint has been resolved appropriately, they are encouraged to contact The Joint Commission's Office of Quality Monitoring at 1-800-994-6610 or visit www.jointcommission.org.