WVU Medicine is focused on providing you with high-quality patient care and excellent customer service. As a patient, you have the right to have your cultural, psychosocial, spiritual, and personal values, beliefs, and preferences respected. We know that to consistently meet your needs and expectations, we must listen attentively, keep you informed of your progress and the plan of care, respond with care and compassion, and take appropriate clinical actions to assist you toward discharge.

We ask that at any time we do not meet your expectations that you give us the opportunity to immediately address your concerns. Each member of our healthcare team is eager and prepared to address and try to resolve your issues. To address your concerns, ask to speak with the charge nurse of the nursing unit you are on. In the absence of the charge nurse, ask to speak with the leadership of the nursing unit. If you do not feel that your concern has been adequately addressed, you have the right to file a grievance and contact the patient advocate.

Patient advocates will investigate and respond to any concerns of dissatisfaction, as well as any complaints or grievances about patient care by patients, their families, and/or their visitors in a timely manner.

Concerns and Complaints

We are committed to providing the highest quality of care. If you have an unsatisfactory experience, please let us know. You may contact the patient advocate, the nurse manager on your unit, or a hospital administrator at any WVU Medicine facility.

If the hospital does not respond to your complaint to your satisfaction, or if you have other concerns, please contact the appropriate agency, based on your location:

For complaints regarding provisions under section 504 of the Americans with Disabilities Act or Section 1557 of the Affordable Care Act, you may contact the patient advocate.

Privacy and security complaints and violations are not handled by patient advocates. Rather, privacy and security complaints are handled by the hospital privacy officer.

Also, you have the right to contact the Office of Health Facility Licensure and Certification at 304-558-0050 and/or The Joint Commission for Accreditation of Hospitals concerning safety and quality-of-care concerns if we do not effectively address your concerns to your desired resolution.

For complaints regarding quality of care, coverage decisions, or appealing a discharge decision, the patient and/or representative may contact the Quality Improvement Organization (QIO).

Livanta, LLC
BFCC QIO
10820 Guilford Road, Suite 202
Annapolis Junction, MD 20701-1262
888-396-4646