Patients & Families

If Concerns Arise

If you are unhappy with any aspect of your care it’s important that you or your support person(s) inform someone as soon as possible. Should you have any concerns, please bring it to your nurse’s attention. If, for any reason, you’d rather not discuss it with your nurse you can speak directly to the nurse manager.

In the event that concerns arise and you don’t feel comfortable having open communications with a member of your medical team, the University of Rochester Medical Center Patient and Family Relations team is available to help. Patient and Family Relations is a free, confidential resource for patients and families who have concerns about communication, quality of care or unexpected outcomes. When you contact a Patient and Family Relations representative you gain a neutral, third-party perspective from a person who can facilitate communications and a possible resolution of an impasse. 

You may call Patient and Family Relations Office at (585) 275-5418. 
 
Joan Romano is the Manager of Patient and Family Relations and can be reached by calling (585) 275-54-18 or by email at Joan_Romano@urmc.rochester.edu
 
If your concerns remain unresolved even after working closely with Patient and Family Relations, you may consider the options described below:
 
  • If you are not satisfied with the hospital’s response you may voice your concern by calling the New York State Department of Health at 1-800-994-6610.

  • Or, you may call The Joint Commission at 1-800-994-6610 or submit your concerns via e-mail to complaint@jointcommission.org.