We strive to provide respectful care according to the Hippocratic oath and our stated Patient Bill of Rights, and we have in place a policy to address patient complaints. Our Patient’s Bill of Rights is posted in easily visible areas throughout our centers as a reminder of our commitment to providing compassionate, quality care regardless of national origin, religion, sex, or financial status.
Patients can express complaints about the care and services provided at all our locations. Patients may initially make verbal complaints to the Nursing Supervisor. If possible, complaints will be expeditiously handled at this level. Patient complaints that involve medical management by a provider will be on file for review in the Medical Director’s office. If not satisfied with the actions taken by the Medical Director, the patient may be addressed directly to the Executive Director and/or the Board of the Mount Vernon Neighborhood Health Center, Inc. (MVNHC).
MVNHC will have thirty (30) days from the date the complaint is filed to respond in a written manner indicating the findings if requested by the patient.
If the patient is not satisfied with the response given by MVNHC, the patient or his/her designee will be informed of the right to voice grievances to the New York State Department of Health, Office of Health Systems Management. The New York State Office Health System Management is reachable at (914) 632-3701 or at their hotline at (1-800) 804-5447.
If the patient has a complaint about their bills and/or financial obligation to MVNHC, these problems will be addressed to the Director of Patient Financial Services at (914) 989-7600, ext. 7649. All attempts will be made to limit financial constraints on the patient while maintaining the collection for MVNHC.