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 336-998-2733.
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, 336-998-2733, Section 504
Coordinator, who has been designated to coordinate the efforts of
Davie Medical Center to comply with Section
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
- 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
- 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.
Wake Forest Baptist Health Davie Medical Center recognizes
that effective communication and understanding are the foundation of patient
safety and quality care, and respects our patients’ rights to receive
information in a manner that they can understand.
In compliance with the Americans with Disabilities Act,
Section 504 of the Rehabilitation Act of 1973, Title VI of the 1964 Civil
Rights Act, Section 1557 of the Affordable Care Act, CLAS Standards, Joint
Commission standards, and other federal regulations, language and communication
services are available 24 hours a day, 7 days a week, at no cost, to our
patients and their families.
The Department of Patient and Family Relations at Davie
Medical Center provides the following services to all of our patients and
Your Remote Interpreter
Video, audio and over-the-phone interpretation is available
in all patient care areas of the Medical Center 24 hours a day, 7 days a week,
via Your Remote Interpreter. This
service offers video remote interpretation in over 20 languages, including
American Sign Language, and audio remote interpretation services for over 200
languages, via a Medical Center remote interpreter device. Over-the-phone
interpretation is also available from all Medical Center telephones.
Live American Sign Language Interpretation Services
Live American Sign Language interpreters are available 24
hours a day, 7 days a week to help patients and families communicate
effectively with Medical Center staff and providers. To schedule an American
Sign Language interpreter, please advise your medical provider or call Patient
and Family Relations at 336-998-2733.
The direct TDD (Telecommunications Device for the Deaf/TTY)
number for Davie Medical Center is 336-998-2768.
Hearing amplification devices are available for patient use
and can be obtained via Patient and Family Relations at 336-998-2733. To obtain
a device after business hours, please contact the Emergency Department
Registration desk at 336-998-2499.
All televisions are equipped with closed-caption
Translation of written documents is available to all Medical
Center staff and providers for purposes of patient care. For more information
regarding translations, please contact Wake Forest Baptist Medical Center Department
of Language Services at 336-713-2271.