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Patient Satisfaction Program

  • At West Gables Rehabilitation Hospital (WGRH), we pride ourselves in providing a culture of patient and customer satisfaction so every need is met. Every member of our staff is responsible for maintaining this culture to be able to meet the ultimate goal of a safe and speedy rehabilitation. During your stay, you will meet our Patient Service Representative, who rounds our hospital consistently to make sure that all needs are being met. Below you will find further information on our patient satisfaction program.

    WGRH collects information from our patients in a multitude of fashions — as we always want to hear back from our patients about how we are serving their needs. At any time during your stay, we ask that you provide any valuable feedback to our staff. This open dialogue has proven to be incredibly valuable in improving our rehabilitation program. WGRH also utilizes two different surveys to find out about our patients and their overall satisfaction and progress with their rehabilitation. Prior to discharge, you will be asked to complete a patient satisfaction survey, which is voluntary, but provides us with great feedback about your stay. Then, approximately three months after your discharge, you will receive a phone call from a member of our staff who will ask you to complete a phone survey to see how you were able to reintegrate into the community and to see if there are any pending needs that need to be met. Again, we ask that you be honest and provide us with any constructive feedback that will allow us to continue to meet the needs of our community.

    Please know that WGRH does have a process to resolve patient complaints and/or grievances. In the case that you would like to file a complaint or grievance with our staff or our program, please contact your Patient Service Representative or any of the staff involved in your care. We will work diligently to resolve this issue and help prevent future occurrence.


     If you have any concerns or issues during your stay or encounter a situation which you believe violates standard provisions of care, please contact our Patient Care Hotline: 

     From inside the facility: Extension 1802 

     From outside the facility: (305) 260-1802

    In order to better assist you, we ask that you please leave your name, room number and a brief description of the concern and/or complaint. If you are calling on behalf of the patient, please be sure to provide your name and your relationship to the patient, in addition to a contact number in which one of our staff members can best reach you.

    In the event your concern is not adequately resolved by the above intervention, you may file a formal Grievance (verbally or in writing) with any of the following staff members:

    Primary Contacts   Extension   Regular Business Hours  

    Director of quality management


    8 a.m. – 5 p.m.

    Lucia Benjamin, Director of Nursing


    8 a.m. – 5 p.m.

    Walter Concepcion, Chief Executive Officer


    8 a.m. – 5 p.m.

    Nursing Supervisor

    1930 or 1830

    24 hours


    In the event your concern is not adequately resolved by the above intervention, you may file a formal complaint regarding this facility with the following agencies:

    Agency for Healthcare Administration (AHCA) / OMBUDSMAN   Joint Commission on Accreditation of Healthcare   Florida Department of Health  

    Consumer Assistance Unit
    2727 Mahan Drive
    Tallahassee, Florida 32308
    Tel: (800) 419-3456 

    Office of Quality Monitoring One Renaissance Blvd.
    Oakbrook Terrace, Illinois 60181
    Tel: (800)994-6610
    e-mail: [email protected]  

    QIO - The Quality Improvement Organization- KEPRO:
    Tel: (844) 455-8708 for Florida; see website for other areas.