If You Have a Concern

Patient comments are used administratively to assess the quality of care provided at North Country
Hospital. A Patient Relations Program is carried out to see that all concerns and suggestions for better care are addressed. The Patient Relations Program is coordinated through the Quality Department.

On a weekly basis, the Information Systems Department e-mails a secured list of the discharges from the
previous week to Press Ganey Associates, Inc. (NCH’s patient satisfaction vendor). They, in turn, send a letter and patient questionnaire to each inpatient discharged (with some exceptions such as expired patients). The letter encourages the completion of the questionnaire by the patient or their representative and its return to Press Ganey. Surveys for outpatient visits are selected randomly and sent by Press Ganey as well.

After the patient returns the questionnaire, Press Ganey then processes the data for a
quarterly report and these are available through an online portal for directors and senior leaders to access. These are used as a tool to improve patient care and are shared with staff.

Concerns that come in directly from patients and family are referred to the Director of Quality & Patient Safety, who deals with them promptly. This includes communicating with the patient as soon as possible, following up on the concern and resolving it expediently and fairly. Concerns are resolved at the lowest level possible. Concerns from staff regarding other staff or physicians are addressed one-on-one. The Quality Office tracks and records all concerns.

Concerns and suggestions may be directed to the Director of Quality & Patient Safety, by phone
802.334.3295 or email or mail to 189 Prouty Drive, Newport, VT 05855. If you wish to discuss your concern with someone outside the hospital, you may contact:

The Vermont Department of Health, 108 Cherry St., P.O. Box 70, Burlington, VT, 05402.
Tel. 802.863.7220 or toll free 800.464.4343 (from within Vermont)
Fax: 802-865-7754 TTY/TDD: Dial 711 first
Vermont Department of Health Website

Department of Disabilities, Aging and Independent Living
Division of Disability and Aging Services
103 South Main Street
Weeks Building
Waterbury, VT 05671-1601
Tel. 802.871.3065 or 802.241.3557(TTY) Fax. 802.871.3052

The Board of Medical Practice, P.O. Box 70, Burlington, VT 05402-0070.
Tel. 802.657.4220 Email:

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