Patient Relations

Our mission is to provide a voice for our patients, families, and consumers, and to serve as an unbiased link between them and the MetroHealth System, and to ensure service recovery in the most timely and objective way possible. 

We’re here to help - please call us at 216-778-5800 with any questions. We're available between 8 a.m. and 5 p.m., Monday through Friday (and you can leave a message at any time). 

We’ll Be Your Voice 

At MetroHealth, we want every patient and family member to have an exceptional experience. We know that sometimes, we may fall short of your expectations. In that case, you may need to talk to someone about your experience. 

If you have questions or concerns about medical service at MetroHealth, or about an employee, first, talk with the supervisor or manager in the department where you were treated.

We’ll see that your concerns are addressed and that your compliments are passed along. Whatever your situation or concerns, we’ll talk with the appropriate MetroHealth employees.

When you contact us, please have this information available:

  • The patient’s name and medical record number;
  • If you are calling on behalf of a family member, please let us know your name and your
    relationship to the patient;
  • The date(s) when the situation occurred;
  • The names of MetroHealth employees who were involved.

What to Expect

You and your family have the right to voice your concerns, without fear of retaliation or interruption of your healthcare.
Voicing a complaint will not compromise your future access to care. 

After You Contact Us

  • We’ll review all the information with MetroHealth leaders and care givers.
  • We'll take action to address your concerns or pass along your compliments.
  • Our goal is to respond to you within 7 days. (Sometimes, it can take longer to resolve an issue. If we need more time, we’ll contact you to let you know.)
  • We'll call or write to you with what we find out.

Who Else You Can Contact

You also have the right to complain at any time with any of the following agencies: 

Ohio Department of Health 
Complaint Unit 
246 North High St 
Columbus OH 43215 
1-800-669-3534 
[email protected] 

The State Peer Review Organization (KEPRO) 
216-447-9604 

The Medicare Complaints Hotline 
1-800-404-8702 

The Joint Commission

The Joint Commission’s Office of  Quality and Patient Safety (OQPS), visit:
jointcommission.org, using "Report a Patient Safety Event" link in the "Action Center" on the home page.

 

By fax: 630-792-5636

 

By mail:
The Joint Commission/OQPS
One Renaissance Blvd.
Oakbrook Terrace, IL 60181