Patient and Family Relations

Patient and Family Relations

The Patient and Family Relations Department of Davie Medical Center is responsible for providing assistance to patients during their stay. Davie Medical Center is committed to providing exemplary patient and family centered care and to that end, we welcome feedback from patients and families regarding our care, services, and facility.  Members of the Patient and Family Relations team act as patient representatives and address patient concerns and complaints to resolve issues as quickly and efficiently as possible. While the organization regrets any dissatisfaction of a patient and/or family member, complaints are viewed as valuable opportunities to review procedures and systems. Presentation of a complaint/grievance or appeal of a decision made by the organization's personnel or team members will not result in retaliation or barriers to services.  This information will be utilized to facilitate changes that result in better customer service and care.  The Patient and Family Relations department may be contacted at 336-998-1310. 

Complaints/grievances will be promptly investigated. Grievance responses will be given to the patient within an average of seven (7) working days.  If the nature of the grievance requires longer than seven (7) working days, the patient will be advised in writing of the extension, and notified that they will receive a written response within (30) working days.  If the nature of the grievance requires longer than thirty (30) working days to investigate, the patient will be advised of an additional extension and when he/she should receive a response.  All grievances will be responded to in writing upon resolution and will include the steps taken to investigate the grievance, the results of the grievance process, date of completion, and the name of a contact person.  Patient and Family Relations will determine the most appropriate route to answer each complaint and will follow-up to ensure prompt responses.   

It is the policy of Davie Medical Center not to discriminate on the basis of disability. Davie Medical Center has adopted an internal grievance procedure providing for prompt and equitable resolution of complaints alleging any action prohibited by Section 504 of the Rehabilitation Act of 1973 (29 U.S.C. 794) of the U.S. Department of Health and Human Services regulations implementing the Act.  Section 504 prohibits discrimination on the basis of disability in any program or activity receiving Federal financial assistance. The Law and Regulations may be examined in the office of Patient and Family Relations, 336-998-1310Section 504 Coordinator, who has been designated to coordinate the efforts of Davie Medical Center to comply with Section 504.

Any person who believes she or he has been subjected to discrimination on the basis of disability may file a grievance under this procedure. It is against the law for Davie Medical Center to retaliate against anyone who files a grievance or cooperates in the investigation of a grievance.

Grievance Procedure under Section 504 and Title II of the Americans with Disabilities Act of 1990:

  • Grievances must be submitted to the Section 504 Coordinator within 30 working days of the date the person filing the grievance becomes aware of the alleged discriminatory action.
  • A complaint must be in writing, containing the name and address of the person filing it. The complaint must state the problem or action alleged to be discriminatory and the remedy or relief sought.
  • The Section 504 Coordinator (or her/his designee) shall conduct an investigation of the complaint. This investigation may be informal, but it must be thorough, affording all interested persons an opportunity to submit evidence relevant to the complaint. The Section 504 Coordinator will maintain the files and records of Davie Medical Center relating to such grievances.
  • The Section 504 Coordinator will issue a written decision on the grievance no later than 30 days after its filing.
  • The person filing the grievance may appeal the decision of the Section 504 Coordinator by writing to the Chief Executive Officer  within 15 days of receiving the Section 504 Coordinator's decision. The Chief Executive Officer shall issue a written decision in response to the appeal no later than 30 days after its filing.
  • The availability and use of this grievance procedure does not prevent a person from filing a complaint of discrimination on the basis of disability with the U. S. Department of Health and Human Services, Office for Civil Rights.

Davie Medical Center will make appropriate arrangements to ensure that disabled persons are provided other accommodations, if needed, to participate in this grievance process. Such arrangements may include, but are not limited to, providing interpreters for the deaf, providing taped cassettes of material for the blind, or assuring a barrier-free location for the proceedings. The Section 504 Coordinator will be responsible for such arrangements. 

All patients are provided a Patient Billof Rights and Responsibilities upon admittance and receive a patient-satisfaction survey after discharge. Feedback from the surveys allows The Office of Patient and Family Relations to make appropriate changes in policies and procedures to improve patient satisfaction. 

Interpreting Services

Davie Medical Center recognizes that effective communication and understanding are the foundation of patient safety and quality care, and respects patients' right to receive information in a manner that they can understand. In compliance with Title VI of the 1964 Civil Rights Act, Executive Order 13166, Joint Commission standards, and other federal regulations foreign language interpreter services are available 24 hours a day, 7 days a week.

To request a Spanish interpreter in person, please call 336-659-6883.  CyraCom's telephonic interpreter services are also accessible 24 hours a day, 7 days a week, at extension 713-2975. 

If you require the service of a foreign language interpreter for a language other than Spanish, you may access this service through CyraCom. CyraCom provides over-the-phone interpreting and is accessible throughout the Medical Center wherever there is a telephone connection. You may access this service by using a dual-handset phone ClearLink® telephone or by dialing
336-713-2972.

Translation Services

Patient and Family Relations provides internal Spanish translation services to Davie Medical Center staff free of charge. To request a document translation (English-Spanish/Spanish-English) please log on to the intranet; click the "Tools" tab, and then click on the "Forms" link; locate the "Document Translation Form" and click the appropriate version of the document to open the document; fill out the form and email it to doctrans@wakehealth.edu along with an electronic, modifiable version of the document to be translated. To request a translation for a language other than Spanish, please visit www.cyracom.com/Translation/, enter your information and upload your document in the "Estimate Request" form, on the right hand side of the page.  A Cyracom representative will communicate with you once your document has been translated.