Campus Health Services is dedicated to constant improvement which can be achieved through appropriate complaint submission and resolution
Reason For This Policy
Campus Health Services requires a set means for working on complaints.
Entities Affected By This Policy
Campus Health Services
Who Should Know This Policy
Campus Health Services staff
Definitions
Complaint
Suggestions
Comments
Compliments
Policy
Verbal Comments:
Verbal complaints are either handled by the person who initially is informed of the complaint, or they are referred to the CHS Director of Operations.
Employees of Campus Health Services are professional staff, and each person is encouraged to make the necessary decisions to satisfy a patient’s/client’s/visitor’s needs.
If the staff member believes the situation requires the involvement of one of the supervisors, he/she is encouraged to bring the patient/client to see the supervisor. All complaints are given serious consideration and may be discussed at staff meetings, if appropriate.
Written Comments:
The Campus Health Services suggestion/comment boxes are available to the patients/clients on a year-round basis.
Suggestions or comments deposited in the boxes are removed by the Patient Services Manager and reviewed by the Internal Review Committee.
If a complaint is made regarding a specific area, that comment form is reviewed with the area concerned.
Positive comments are shared with staff during staff meetings.
The comment form allows the individual an opportunity to leave their name and number so that they will be contacted about their concerns. If they do so, the Director of Administration, will contact the patient.
Campus Health Services values the comments received from patients and acts as quickly as possible to remedy any problems.