Patient Relations Department
Main Level Ardmore Tower
336-713-2273
The Patient Relations Department originated in 1977 to provide a channel through which patients and their families could express their perceptions of the care they receive at the Medical Center.
Patient Relations is responsible for providing assistance to patients and families in what can be a very confusing and stressful environment. The majority of our patients live outside of Forsyth County and often travel long distances from home for treatment. As a result, many patients are without a support system such as their family and friends. Often our patients are overwhelmed and intimidated by such a large Medical Center and the difficulties that are presented by simply "trying to find their way around." Our role as patient representatives is to assist patients with their endeavors while at the Medial Center in the hopes of making a very stressful visit less demanding.
The Patient Relations Department utilizes volunteers to visit our patients daily if possible. The volunteers provide our patients with information about the Medical Center as well as instructions on how to contact the Patient Relations Department. Patients are encouraged to call Patient Relations if we can be of any assistance to them with any concerns or requests.
It is important for us to know if a patient has a concern/complaint while the patient is hospitalized, so we can have an opportunity to correct the problem and hopefully have a positive outcome. Our hope is that our patients will leave the Medical Center knowing that we are a caring and compassionate institution and that their concerns are important to us. Feedback is a valuable tool in making improvements throughout our system. Our goal is for our patients to return to the Medical Center for their future care.
Patient Relations sends surveys to Medical Center patients after discharge. We want to know what patients and their families think about our services. This information is important for a variety of reasons. The most obvious is a matter of economics. Patients are our customers/guests. Patients have a choice on where they will seek medical treatment. We want our customer to continue to choose Wake Forest University Baptist Medical Center for their care. We cannot afford to have dissatisfied customers. Customer/patients are our best source of advertisement. As a matter of fact, satisfied customers will tell 4 people of their satisfaction while dissatisfied customers will tell 8 to 10 people of their dissatisfaction.
All patients are provided with a Patient Bill of Rights and Responsibilities upon admission to the Medical Center. Patients are more aware of their rights than ever before. As employees of the Medical Center we should respect our patients' rights. Make yourself familiar with them. Encourage patients or visitors who seem to be having difficulties, or need extra attention, to contact the Patient Relations Department. Remember the obvious. Such issues of importance to patients are often assistance with daily routine activities such as bathing, and answering the call button. Often, until these basic needs are met, patients can focus on little else. Patients appreciate privacy and sensitivity to the inconvenience that medical treatment sometimes causes. Patients expect their medical information to be kept confidential. Patients expect to know what is going on with their care and want to be oriented. Effective patient relations enhances patient satisfaction.
The Patient Relations Department is located on the Main Level of Ardmore Tower. We can be reached by calling 336-713-2273.