Ombudsman: Communication and Problem Resolution

The Ombudsman is a neutral and confidential resource for:

Patients and family members who have concerns about:

Poor communication
Quality of care
Unexpected outcomes

and would prefer to discuss them with someone not directly involved in their care.

"The biggest problem with communication is the illusion that it has been accomplished.” –George Bernard Shaw

For providers and clinical team members:

When communication efforts with patients and families have reached an impasse
When team members sense families are reluctant to share concerns
When team member interactions are impacting quality of care
When adverse events occur:
- Provide support to all parties at the time of initial disclosure
- Facilitate communication between patients, families, and providers throughout the investigation
- Maintain regular contact between the institution and the patient until resolution is reached

Areas Served

SMH inpatient units
Wilmot Cancer Center
Ambulatory Care

Guiding Principles for the URMC Ombudsman

Confidentiality
Neutrality and impartiality
Independence
Informality

Referrals

Referrals can be made by any provider, clinical team member, patient, or family member.

Contact Information

Mary Berk, MSW
University of Rochester Medical Center
601 Elmwood Avenue, Box 612
Rochester, NY 14642
Office: (585) 276-5827
Pager: (585) 220-0822
Email: mary_berk@urmc.rochester.edu