VISITATION UPDATE: Learn more about our updated visitation guidelines.

Patient Advocate

Our Patient Advocate Manager works to support the best possible patient experience by working to address any concerns you may have.

The Patient Experience

Champlain Valley Physicians Hospital encourages patients and families to voice suggestions for improvement, compliments and/or any concerns you may have.

Upon admission, each patient receives a copy of our patient information handbook which includes information about patient and family guidelines, financial information and services as well as other pertinent information. Each patient also receives a copy of “Your Rights as a Hospital Patient in New York State” which contains the description of your patients’ rights and responsibilities and addressees matters of confidentiality, ethics, access to medical records, interpreter services, billing and other issues.

Our patient advocates are available 7 days a week 8:00am - 4:00pm (excluding holidays). They can be reached at (518) 314-3054.

What is Patient Advocacy?

Our Patient Advocates serve as a resource to all CVPH patients and staff while working to support the best possible patient experience by:

  • Serving as a liaison between patients, their families and the health care team to address quality of care concerns, provide service recovery and share compliments back to staff and departments. 
  • Providing a formal avenue for grievance resolution.
  • Providing an organizational resource for maintaining complaint data and actions taken.
  • Assisting our leadership in identifying patterns, trends and opportunities for patient care improvement.
  • Collaborating with departments, management and staff to address safety, risk, ethics and compliance to ensure any patient and family concerns have been resolved.
  • Helping to connect patients and families with available hospital resources to assist in complete health care.

The Complaint Process

Patients and their representatives have the right to express concerns about the quality of care or service received at Champlain Valley Physicians Hospital. We encourage patient and family members to present concerns in a timely manner in order for CVPH to respond to the concern in a timely manner. However, if an issue cannot be resolved by speaking with a staff member, or you feel uncomfortable discussing the issue within the department or unit where the issue occurred, we invite you to contact our Patient Advocates at:

Patient Advocates
UVM Health Network - CVPH
75 Beekman Street
Plattsburgh, NY 12901
(518) 314-3054

Send an Email

 

Addressing Unresolved Concerns

If, for any reason, your concerns remain unaddressed or you are unhappy with the resolution, you may contact the following agencies to report any concerns or to register a complaint at any time:

You may contact The Joint Commission's Office of Quality Monitoring

  • By email at www.jointcommission.org using the “Report a Patient Safety Event” link in the “Action Center” on the home page of the website
  • By fax to 1-630-792-5636
  • By Mail to the Office of Quality and patient Safety (OQPS) The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181

The New York State Department of Health
Centralized Hospital Intake Program
875 Central Avenue
Albany, NY 12206
(800) 804-5447
Send an email