Westchester Community Health Center

formerly Mount Vernon Neighborhood Health Center

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Home | Patient Grievance Policy and Procedures

Patient Grievance Policy and Procedures

We strive to provide respectful care according to the Hippocratic oath and our stated Patient Rights and Responsibilities, and we have in place a policy to address patient grievances and complaints. Our Patient’s Bill of Rights is posted in easily visible areas throughout our centers as a reminder of our commitment to providing compassionate, quality care regardless of national origin, religion, sex, or financial status.

Patients can express complaints about the care and services provided at all our locations. Patients may initially make verbal complaints to the Nursing Supervisor. If possible, complaints will be expeditiously handled at this level. Patient complaints that involve medical management by a provider will be on file for review in the Medical Director’s office. If not satisfied with the actions taken by the Medical Director, the patient may be addressed directly to the Executive Director and/or the Board of the Westchester Community Health Center, Inc. (WCHC).

WCHC will have thirty (30) days from the date the complaint is filed to respond in a written manner indicating the findings if requested by the patient.

If the patient is not satisfied with the response given by WCHC, the patient or his/her designee will be informed of the right to voice grievances. Grievances can be addressed with:

  • The New York State Department of Health, Office of Health Systems Management. The New York State Office Health System Management is reachable at (914) 632-3701 or at their hotline at (1-800) 804-5447.
  • The Joint Commission. The Joint Commission is a non-profit that accredits more than 22,000 US health care organization and sets standards of quality and patient safety. File a report online by visiting their website, search for “File a Complaint”, and fill out the form and send. You can also reach The Joint Commission by calling (800) 994-6610 or you can mail your concerns to: Office of Quality and Patients, The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois, 60181.

If the patient has a complaint about their bills and/or financial obligation to WCHC, these problems will be addressed to the Director of Patient Financial Services at (914) 989-7600, ext. 7649. All attempts will be made to limit financial constraints on the patient while maintaining the collection for WCHC.