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 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.
At Davie Medical Center, we recognize that effective communication and understanding are the foundation of patient safety and quality care. We respect 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.
We provide the following services to all of our patients and families:
Remote Interpreter Services
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 capabilities.
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.
Complaints and Grievances
Complaints/grievances will be promptly investigated. Grievance responses will be given to the patient within an average of 7 working days. If the nature of the grievance requires longer than 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 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.
Notice of Nondiscrimination
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 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 Bill of 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.