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) or email [email protected].

Patient Rights and Responsibilities / Derechos y responsabilidades del paciente

The MetroHealth System (MHS) appreciates that most patients want to understand and participate in their health care.

Please read our Patient Rights and Responsibilities.

MetroHealth System (MHS) reconoce que la mayoría de los pacientes desean comprender y participar en su atención médica. 

Lea nuestros Derechos y Responsabilidades del Paciente.

We Will 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 will review all the information with MetroHealth leaders and care givers.
• We will take action to address your concerns or pass along your compliments.
• You will receive a resolution in writing at the conclusion of the review.

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 
1-800-342-0553 
[email protected]

The State Peer Review Organization (Livanta) 

888-524-9900

The Medicare Complaints Hotline 

1-800-633-4227
TTY users:  1-877-486-2048

The Joint Commission

How do you file a Patient Safety Concern or a Complaint?

The preferred method for submitting a concern is through our online submission form as it allows for more direct, timely receipt and review of your concerns.

• Submit a NEW patient safety event or concern
• Submit an UPDATE or ASK a Question about your incident (You must have your incident number)

Other Options

• Use the mailing address below:

Office of Quality and Patient Safety
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, Illinois 60181

Please note that The Joint Commission does not accept faxed or emailed submissions.

By policy, The Joint Commission cannot accept copies of medical records, photos or billing invoices and other related personal information. These documents will be shredded upon receipt.

Learn more on The Joint Commission website