Patient Care and Services Comment Line

Patients, their families, and the parents or legal guardians of the hospital's pediatric population, have the right to express their concerns regarding the care being given. This may be done without fear of reprisal by the hospital or compromised care now or in the future.

To report your concerns:
 
By Mail:
Northern Hospital of Surry County
Attn. Hospital Administration
830 Rockford Street
Mount Airy, North Carolina 27030
 
By Phone: 
844-970-0002 (toll-free Patient Care & Services Comment Line)
 
The investigation of a complaint will be initiated within 3 business days. Complaints will be handled at the receiving level and resolved at that level when appropriate. 
 
Any complaint meeting the definition of a "grievance" as outlined by Medicare will be addressed through the hospital's formal grievance process. The grievance will be forwarded to the Quality Services office for investigation, resolution, and follow-up. A written response will be sent to the patient/family within 7 business days.  The patient/family has the right to appeal any decision or actions taken, and may contact Administration if they wish to appeal.
 
If you have notified the hospital of your concerns about patient care and safety, but they were not resolved by the hospital, you may contact the Joint Commission Office of Quality Monitoring at 1-800-994-6610 or by email at complaint@jointcommission.org
 
Patients/families also have the right to address their concerns to the State Survey Agency regardless of whether or not they have used the hospital’s formal grievance process.  You may contact:
 
NC Division of Health Service Regulation
Complaint Intake Unit
2711 Mail Service Center
Raleigh, NC 27699-2711
Phone (inside NC) 1-800-624-3004
Phone (outside NC) 1-919-855-4500
Fax 1-919-715-7724

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