our commitment to care

Patient and Family Satisfaction Matters to Us

How’s your child’s stay? Is your child getting the care they need? Are your doctors and nurses listening and responding to your questions or requests? Our goal is to provide the best quality care. To do so, we ask for feedback from parents like you.

During Your Child’s Stay

Please speak with your nurse or nursing supervisor if you have any questions or concerns about your child’s care. If your issue is still not resolved, then contact Patient and Family Services at 718-470-3316.

If hospital staff cannot resolve the problem, you may contact the New York State Department of Health by mail or phone, or email questions or comments to hospinfo@health.state.ny.us.

New York State Department of Health
Centralized Hospital Intake Program
433 River St., 6th Floor
Troy, NY 12180
1-800-804-5447

You may also submit a complaint about this hospital to The Joint Commission online or by mail. Summarize the issues in one or two pages and include the name, street address, city and state of the hospital. You can provide your name and contact information or submit your complaint anonymously. Providing your name and contact information enables The Joint Commission to inform you about any actions taken in response to your complaint, and it allows them to contact you if they need additional information.

If you have questions about filing a complaint, call 1-800-994-6610 weekdays from 8:30 am to 5 pm Central Time.

• File a report online
• Mail: Office of Quality and Patient Safety, The Joint Commission, One Renaissance Blvd., Oakbrook Terrace, IL 60181
  

After Your Child’s Stay

Once your child leaves our care, we may ask you to take the Consumer Assessment of Healthcare Providers and Systems Child Hospital Survey (Child HCAHPS). This survey is a tool to measure and report patient and parent satisfaction. It’s made up of simple questions on key topics, such as:

• doctor and nurse communication with you and your child
  
• medicine and discharge information
  
• pain management and staff responsiveness
  
• overall quality of the hospital
  

If you’re selected to receive this survey, please take the time to complete it. The results will help us know what we’re doing right and where we can improve.