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Patient Satisfaction Program

  • At West Gables Rehabilitation Hospital, we pride ourselves in providing a culture of patient and customer satisfaction whereby 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. Enclosed 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 as to 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 as to your stay. Then, approximately three months after your discharge, you will receive a phone call from a member of our staff who will ask 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 Mr. Cuadra directly or any of the staff involved in your care. We will work diligently to resolve this issue and help prevent future occurrence.

    PATIENT CARE HOTLINE 

     If you have any concerns or issues during your stay or encounter a situation which you believe violate 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.

    At West Gables Rehabilitation Hospital, we make it our mission to provide an exceptional Patient Care Experience that promotes healing and recovery in a compassionate environment. We stand true to our core values of delivering superior quality in all that we do, all while treating others as they would like to be treated. Our team of professionals is committed to the continuous improvement in Patient Satisfaction, by constantly seeking feedback from our patients and their families in order to improve the overall Patient experience.

    At West Gables Rehab, we realize that effective handling of customer complaints is a key component in achieving our commitment. We want you to be aware of how you can voice any concern and/or complaint regarding your stay.

    Please share your concerns and/or complaints with any of our staff members and he/she will attempt to resolve the issue, following hospital procedures and their scope of practice. All concerns and/or complaints will be addressed and resolved in the most timely manner possible; usually within 24 hours*

    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  

    Eduardo Bustillo, Director of Quality Management

    1865

    8 a.m. – 5 p.m.

    Lucia Benjamin, Director of Nursing

    1869

    8 a.m. – 5 p.m.

    Walter Concepcion, Chief Executive Officer

    1805

    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: 1-800-419-3456 



    Office of Quality Monitoring One Renaissance Blvd.
    Oakbrook Terrace, Illinois 60181
    Tel: 1-800-994-6610
    e-mail: [email protected]  


    Florida Medical Quality Assurance (for Medicare Patients only)
    Tel: 1-800-844-0795