Patient Feedback, Compliments, Concerns & Grievances

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Compliments

If you would like to thank a special staff member or volunteer who made your hospital stay especially comfortable, a Patient Relations Representative can assist you. Staff is also happy to receive suggestions or recommendation for future improvements. A word of thanks from the patients we come in contact with helps to lifts staff spirits and boost morale!

Grievances and Concerns

If you have a complaint, you may register it verbally or in writing with a Patient Relations Representative. Your particular concern will be investigated and a resolution will be provided as soon as possible.

All patients have the right to file external grievances with the Department of Health & Human Services (Centers for Medicare & Medicaid Services) Division of Survey Certification & Enforcement at 212-616-2480.

As a Medicare patient, you also have the right to have grievance regarding quality of care and premature discharge referred to and independently reviewed by the Virgin Islands Medical Institute Peer Review Organization (PRO) at (340) 712-2400 or (340) 712-2449, independently review your case, please advise the Patient Advocacy Program. We will refer your concern accordingly, though the Office of the Medical Director.

If you have a complaint regarding a HIPAA privacy violation, you may direct it to Ms. Patricia Lake-Blyden, RHIA, Compliance / Privacy Officer, 9048 Sugar Estate, St. Thomas, USVI 00802, or at 776-8311 x2136.

In the event that you or your family would like to file your grievance outside of the internal grievance process and with the Hospital’s regulatory agency, you may forward your written grievance to:

Commissioner of Health, or Designee

USVI Department of Health
#9048 Sugar Estate, 5thFloor
St. Thomas, USVI 00802
Tel: 340-774-0117

When sharing your compliments and concerns with our department, please be sure to include your name, date of stay, the unit, the nature of the issue, the names of any individuals whom you feel are important to the issue at hand, and how you would like to see the matter resolved.

Feel free to call, write, or visit the Patient Relations Department. A representative will be available to assist you.

Director: Ms. Christine deJongh-Lewis, MPH
Hours: Monday through Friday, 8 a.m. to 5p.m.
Location: Schneider Regional Medical Center
9048 Sugar Estate
St. Thomas, USVI 00802

Telephone: (340) 776-8311, Extension 2302, 2201

E-mail: cdlewis@srmedicalcenter.org

After hours and on weekends, in non-urgent situations, please leave a message. If you have an emergency, please contact the nursing supervisor of duty.

Please let us know how you feel! We’re here to offer a helping hand!

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