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UPMC Patient Relations

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What We Do

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:

  • Acts as a liaison to address the concerns of our patients and those who care about them.
  • Helps patients and families to ensure their hospital stay or visit is a positive one.
  • Assists patients or visitors who require additional accommodations during their stay or visit at a UPMC hospital.

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Give Us Your Feedback

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.

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UPMC Patient Relations Phone Numbers by Hospital

  • UPMC Carlisle: 717-960-3359
  • UPMC Chautauqua: 716-664-8271 
  • UPMC Children's Hospital of Pittsburgh: 412-692-5489
  • UPMC Community Osteopathic: 717-782-5503
  • UPMC Magee-Womens Hospital: 412-641-4579
  • Physician Services Division: 1-855-441-8762 (toll-free)
  • UPMC Altoona: 814-889-3219
  • UPMC Bedford: 814-623-3585
  • UPMC Cole: 814-260-5575
  • UPMC Harrisburg: 717-782-5503
  • UPMC Hillman Cancer Center: 412-623-3478
  • UPMC East: 412-357-3800
  • UPMC Hamot: 814-877-3767
  • UPMC Hanover: 717-316-2273
  • UPMC Horizon: 724-589-6240
  • UPMC Jameson: 724-656-4255
  • UPMC Lititz: 717-625-5606
  • UPMC Lock Haven: 570-893-5221
  • UPMC McKeesport: 412-664-2005
  • UPMC Memorial: 717-849-5300
  • UPMC Mercy: 412-232-7204
  • UPMC Muncy: 570-546-4242
  • UPMC Northwest: 814-676-7154
  • UPMC Passavant–Cranberry: 412-748-6863
  • UPMC Passavant–McCandless: 412-748-6863
  • UPMC Presbyterian: 412-647-7615
  • UPMC Shadyside: 412-623-2014
  • UPMC St. Margaret: 412-784-7052
  • UPMC Susquehanna's Medical Group: 570-320-7696
  • UPMC Wellsboro: 412-862-5132
  • UPMC West Shore: 717-782-5503
  • UPMC Western Psychiatric Hospital: 412-246-5201
  • UPMC Williamsport: 570-321-2104
  • UPMC Williamsport Divine Providence Campus: 570-321-2104

Billing concerns

Hospital Division/Physician Services Division: 1-844-591-5949

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Condition Help

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.

To report a Condition Help while in the hospital, please dial:

  • UPMC Children’s Hospital of Pittsburgh: 692-3456
  • UPMC Magee-Womens Hospital: 1-4444
  • UPMC Altoona: 889-4000
  • UPMC Bedford: 623-4740
  • UPMC East: 112
  • UPMC Hamot: 7300
  • UPMC Horizon-Greenville: 5555
  • UPMC Horizon-Shenago Valley: 5511
  • UPMC McKeesport: 111
  • UPMC Mercy: 111
  • UPMC Montefiore: 7-3131
  • UPMC Northwest: 4-4444
  • UPMC Passavant: 111
  • UPMC Presbyterian: 7-3131
  • UPMC Shadyside: 3-3131
  • UPMC St. Margaret: 7070
  • UPMC Western Psychiatric Hospital: 586-9742

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Discrimination Complaints

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.

Any person who believes they has been subjected to discrimination may file a grievance under this procedure. To initiate this process, please contact the UPMC Compliance Hotline at 1-877-983-8442.

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The UPMC Intermediation Program

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:

  • Gives patients and their families the chance to meet with UPMC staff to discuss the care they received, with a neutral third party facilitating the discussion.
  • Helps UPMC improve communication with our patients and their families.
  • Allows us to transform the care that we provide.
Download the UPMC Intermediation Program brochure (PDF) »

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External Resources

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 Joint Commission

The Joint Commission is an accreditation agency for UPMC hospitals.

The patient or his/her representative may contact The Joint Commission’s Office of Quality Monitoring:

  • 1-800-994-6610
  • 630-792-5800

The Pennsylvania Department of Health

The Pennsylvania Department of Health licenses UPMC hospitals and certain outpatient facilities.

The patient or his/her representative may contact:

Pennsylvania Department of Health, Division of Acute and Ambulatory Care
Health and Welfare Building
P.O. Box 90
Harrisburg, PA 17108-0090

The Pennsylvania Department of Public Welfare

For mental health and substance abuse related concerns, call the Department of Public Welfare at 412-565-5226.

Quality Insights of Pennsylvania

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.

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