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Compliments & Complaints

Speak up! To help prevent errors in patient care, UK HealthCare participates in the “Speak Up!” program sponsored by our accrediting organization, The Joint Commission. We urge patients and families to get involved and speak up about any concerns or questions they may have. Bring your concerns to any member of your care team or call Customer Relations at 859-257-2178.

  • Patient Satisfaction

    In addition to providing the highest quality care, we want to provide excellent service to our patients and guests at UK HealthCare. You may receive a survey several days after your discharge (or your outpatient visit) from a company called Press Ganey. Completing the survey takes only a few minutes, and your responses are confidential unless you choose to add your name and phone number.

    The scores and comments you provide let us know what we’re doing right and how we can improve our service. We would appreciate you taking the time to fill out this survey should you receive one. If you would like to speak to someone while you are visiting us, you may contact a Customer Relations specialist between 8 a.m. and 5 p.m. Monday through Friday.

    Ask one of your caregivers or call us at 859-257-2178, toll-free 800-431-4894, or by email at UKHCCustomerService@uky.edu.

  • Complaints

    You have the right to complain without worry that your care or your loved one’s care will suffer. Our goal is to provide you with excellent care, and we want to make things right while you are in our hospital.

    If at any time during your stay with us you feel your needs or expectations are not being met, we want to hear from you. Customer Relations helps patients and their loved ones communicate with healthcare providers and support staff.

    Our representatives serve to facilitate communication, helping patients voice their questions, compliments and concerns regarding their care.

    The office is open from 8 a.m. to 5 p.m. Monday through Friday. If you need assistance after these hours, ask your nurse to let you speak to a hospital administrator. You simply need to ask for a Customer Relations specialist and someone will be there to listen to and assist you.

    Customer Relations specialists can be reached at 859-257-2178, toll-free at 800-431-4894 or by emailing UKHCCustomerService@uky.edu.

    If we are not able to find a solution to your complaint, you have the right to contact the State Office of Inspector General toll-free at 800-372-2973 or at the address below. You may also contact The Joint Commission by calling toll-free 800-994-6610; by emailing at complaint@tjc.org; or by sending mail to the address below:

    Office of Inspector General
    61 Wilkinson Blvd.
    Frankfort, KY 40601

    Office of Quality Monitoring
    The Joint Commission
    One Renaissance Blvd.
    Oakbrook Terrace, IL 60181