Resolution Process for Complaints Regarding Patient Care or Safety

St. Luke’s Hospital continually strives to provide high quality healthcare services to all patients in a manner that is personal and compassionate and to deliver care in an atmosphere that is safe, friendly, and comforting. Should the hospital fall short of this objective at any time, its patients have the right to express their unmet needs and the right to expect that those needs be met, if at all possible.

Patients are encouraged to report any and all concerns about patient care and safety. This helps the hospital to identify areas that need improvement and to implement changes in hospital policies and procedures.

Any concern a patient, or patient family member, has while the patient is still in the hospital should be reported first to the nurse or nursing supervisor in charge of that patient’s care. If the nurse cannot resolve the problem, the patient or family member should ask to speak with the Vice President of Patient Care Services or the Administrator On-Call. If the concern is not resolved at this level, the complainant should contact the office of the hospital President/CEO at extension 3250.

Patients or family members who wish to voice a complaint regarding patient care or safety following discharge from the hospital or in regards to outpatient services received should contact the St. Luke’s Public Relations Department at 828-894-2408 or send a written complaint to:

St. Luke’s Hospital
Public Relations Department
101 Hospital Drive
Columbus, NC 28722

St. Luke’s Hospital continues to be accredited by the Joint Commission on Accreditation of Healthcare Organizations. The Joint Commission is most interested in the quality of patient care provided and the safety of the patient care environment. If a patient or patient family member has followed the complaint resolution process described above and does not feel the complaint has been resolved appropriately, they are encouraged to contact the Joint Commission’s Office of Quality Monitoring by calling 1-800-994-6610 or by emailing complaint@jointcommission.org