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UWHC,

Patient Services,

Departments & Programs,UW Hospital and Clinics

Patient Relations

Patient Relations - Departments & Programs, UW Hospital and Clinics

The mission of the Patient Relations department is to work collaboratively with patients, families, faculty and staff, to address any concerns that have been identified about the services provided by our organization. In addition, the Patient Relations department offers a variety of beneficial services to both patients and staff. 

Please contact Patient Relations for more information about:

  • How to respond to a patient complaint or compliment
  • Advance directives
  • Housing accommodations for patients
  • Contingency fund
  • Transportation assistance
  • Disabled parking permits
  • Equipment loans
  • Mediation/intervention with complex patient/family situations
  • Ethics committee consultations 

Focus

Complaint Resolution

The Patient Relations staff works collaboratively with patients, providers and staff to achieve resolution of patient complaints.

Assistance with Complicated Patient Situations

Patient Relations staff members are available to assist faculty and staff with sensitive and/or complicated patient situations. This assistance may include general consultation, mediation, facilitation of patient and family meetings and assistance with written correspondence to patients (i.e. no further service).

Training

Patient Relations offers a variety of training opportunities for faculty and staff, as needed. Some of the topics we present include patient relations services, diffusing difficult situations and disclosure of unanticipated outcomes and resources.

FAQ

Are patients able to get Spanish closed-captioning on the televisions in patient rooms?

Not all TV sets in patient rooms are alike, but most offer a settings option on the remote that offers closed-captioning in various languages. (Also, please note that even if the television offers captioning, not all TV programs are available in closed-caption.)

If a patient is having a problem using their remote to set up closed-captioning, call Interpreter Services at (608) 262-9000 for assistance.

Also, patients may check with their nurse to see if movies dubbed in Spanish are available.

Challenging Interactions

Q: What type of support is available for locations/providers related to challenging patient interactions?

A: Patient Relations is available to consult with Ambulatory location staff/providers to evaluate and implement possible interventions. Patient Relations will do direct outreach to patients when warranted.

ED staff contact Coordinated Care.

Inpatient contact Patient Relations.

Q: I have a patient that I no longer wish to have as part of my panel. Who can I contact?

A: Patient Relations will work with the clinic/provider, Medical Director, and legal to determine if the situation meets the organizational policy for dismissal from the practice. If dismissal is not warranted, Patient Relations is available for further consultation on available interventions.

Q: I have a patient who needs a mental health therapist and/or a psychiatrist.  Who can help?

A:  UW Behavioral Health Care Management can assist patients with mental health resources and referrals, (608) 233-3575 or (800) 683-2300.

Q: What type of support is available to clinics/providers related to pain management issues?

A: Patient Relations is available to evaluate and implement possible interventions to both support the clinic and the patient. Clinic support could include the use of organizational tools (medication agreement, CSA, WI Rx drug monitoring system, care coordination) along with information about AODA services, other resource support, and care coordination.

Q: How can my clinic/staff learn more about how to manage challenging patient interactions?

A: Patient Relations provides training on challenging patient interactions.

Q. Can Patient Relations help me develop a contract or warning letter for a patient in our practice?

A. Yes. Patient Relations has developed templates for many different types of situations. Please call Patient Relations at (608) 263-8009 for assistance.

Q: I would like to terminate a patient from my practice or from our clinic. How can I do this?

A: Call Patient Relations at (608) 263-8009 and speak with one of our coordinators. The coordinator will work with you to determine a course of action.

Q: We are concerned about a patient’s behavior as it relates to our clinic. What type of behaviors could lead to termination of the patient/provider relationship?

A: This is a brief list of the type of behavior that might constitute some type of action:

How do we order Patient Relations business cards?

You may order business cards by contacting Patient Relations at (608) 263-8009.

I am a provider, what happens if a patient files a complaint against me?

Patient Relations will speak with the patient and document his or her concerns. They will subsequently contact you directly to share the patient's feedback and will work closely with you to determine how to proceed on a case by case basis. A formal written response will ultimately be sent to the patient in response to their complaint.

I am a staff member, what happens if a patient files a complaint against me?

Patient Relations will follow up directly with you and/or management as needed. We will work together to address the patient's concern.

I would like to terminate a patient from my practice or from our clinic. How can I do this?

Call Patient Relations at (608) 263-8009 and speak with one of the patient coordinators. The coordinator will work with you to determine a course of action.

If patients would like more information regarding one of the doctors in the clinic, where can we refer them?

Patient Relations has information on all of the UW Health doctors. We can provide the patient with information regarding where the doctor went to school and if he or she has any specialties listed.

What address should patients expect to receive mail?

Patients can receive mail at the hospital's address, 600 Highland Ave.
Madison, WI 53792. However, it is recommended that the sender calls Patient Information at (608) 263-8591 to obtain the patient's room number as well.

Where can I find a listing of the current television channels available in patient rooms?

For a current listing of channels, visit the UW Hospital Patient Guide: Television Channels for UW Hospital and American Family Children's Hospital

Where can I find the Patients Bill of Rights?

The Patients Bill of Rights can be found within U-Connects Policies.

Patient Rights and Responsibilities

Who controls the television programming in patient rooms?

UWHC's Patient Relations department is responsible for television programming in patient rooms, as well as many other patient-related matters. You can contact them directly with any questions or suggestions. 

For a current listing of channels, visit the UW Hospital Patient Guide: Television Channels for UW Hospital and American Family Children's Hospital

Resources

Forms

MA Transportation Issues

MTM, Inc. Transportation Issues - Submission Form

uwhealth.org Resources

Housing and Hospitality Programs

Information Desks and Concierge Services

Patient Rights and Responsibilities

Surgical Waiting Area

Related

Interpreter Services

Patient Resources