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All of us at UPMC Patient Relations want you to feel comfortable and confident in the care you receive at our hospitals.
The Patient Relations Department at UPMC:
Should a concern about your experience at UPMC arise, discuss it with the involved parties.
If the concern remains unresolved, please call one of our Patient Relations Departments listed below. You may also share your hospital experience with us by completing an online comment card.
We will investigate your concern and provide you with a quick response. Contacting the Patient Relations Department will not negatively affect your care.
Also, you can be confident that we will use the concerns we receive to improve the manner in which we care for our patients. The goal is for our patients to return to UPMC for all of their future needs.
We welcome your feedback, so we can learn about what we’re doing well and what we need to improve.
For questions or concerns about your experience at a UPMC practice not located in a hospital, please call the toll-free Patient Relations Customer Service Line at 1‑866‑705‑7020.
Hospital Division/Physician Services Division: 1-844-591-5949
We at UPMC count on you to be an active part of the health care team, and we want you to tell us when you see something that just doesn’t seem right. You can do this by picking up the phone and telling the operator that you have what UPMC calls a Condition Help.
Section 1557 and its implementing regulation provide that an individual shall not be excluded from participation in, be denied the benefits of, or be subjected to discrimination on the grounds prohibited under Title VI of the Civil Rights Act of 1964 (race, color, national origin), Title IX of the Education Amendments of 1972 (sex including sexual orientation and gender identity), the Age Discrimination Act of 1975 (age), or Section 504 of the Rehabilitation Act of 1973 (disability) in covered health programs or activities.
If you are unable to have your concerns addressed through the Patient Relations process, your Patient Relations representative may suggest that you participate in the UPMC Intermediation Program.
This unique, patient-centered mediation program for resolving complex grievances:
Download the UPMC Intermediation Program brochure (PDF) »
If a patient or the patient's representative believes UPMC has not adequately addressed his or her concerns about care or safety, resources are available.
The Pennsylvania Department of Health is also available to assist you with any questions or concerns about your hospital care. You can reach the Department of Health by calling 800-254-5164 or
writing:
Acute and Ambulatory Care Services
Pennsylvania Department of Health
Room 532 Health and Welfare Building
625 Forster Street
Harrisburg, PA 17120
The Joint Commission is an accreditation agency for UPMC hospitals.
To contact The Joint Commission, Office of Quality and Patient Safety, use the “Report a Patient Safety Event” link in the “Action Center” on The Joint Commission website.
You may also contact The Joint Commission by fax (1-630-792-5636), or by writing:
The Office of Quality and Patient Safety (OQPS),
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, Illinois 60181
Concerns regarding quality of care or premature discharge may be addressed to:
Livanta
Attn: Review Services
9090 Junction Drive Suite 10
Annapolis Junction, MD 20701
Phone: 1-866-815-5440
For mental health and substance abuse related concerns, call the Department of Public Welfare at 412-565-5226.
Medicare patients who have concerns regarding any medically necessary services or discharge services may call the Quality Insights Medicare Beneficiary Complaint Hotline at 800-642-8686.
For dialysis (ESRD) patients, complaints may be addressed to:
Quality Insights Renal Network 4
610 Freedom Business Center, Suite 102
King of Prussia, PA 19406
1-800-548-9205
Email: qirn4@nw4.esrd.net
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