Complaints and suggestions
Our goal is to provide you with optimal service that exceeds your expectations. Occasionally we do not succeed, and we consider it vitally important to be aware when a problem arises, in order to intervene in the most timely and assertive way possible.
We recommend that patients first express their problem or concern with their attending physician, or with the service nurse where they are located. As an additional instance, we have the figure of the Service Hostess, who will receive your complaint and make the link to give you a solution.
Most of the complaints referred during the care process manage to have a satisfactory management for the patient and the family. In some cases it is necessary to raise them to other instances of analysis and management, in which a formal response is issued when this process has been completed.
The Patient and Family Care Office leads the process of receiving, analyzing and responding to complaints and suggestions from our users, you can contact us by phone 318-2542984 and by email [email protected]
On many occasions, dissatisfied patients do not register their complaints because they do not know how to do it, or because they think that they will not achieve anything by doing so, however, if you let us know about your complaint:
It gives us the opportunity to solve the problem, and in the process of solving it, we learn to serve you better.
The information you give us is communicated to the Hospital Management and is used to carry out continuous improvement.
The Office of Patient and Family Care can intervene when:
- If you have a problem with the medical service.
- If you have concerns about the quality of your care.
- If you have a problem with any of our employees.
- If we fail to provide satisfactory service during an outpatient visit or hospital stay.
- If the service does not meet your expectations at Hospital Serena del Mar, call us at 318-2542984, Monday through Friday, from 7:00 a.m. to 5:00 p.m. to 5 p.m., or you can leave a voicemail message at any time.
- You can also write us an email to [email protected]
