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Patient Complaint Process

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The Complaint Process

Patients and their representatives have the right to express concerns about the quality of care or service received at Richmond University Medical Center. This is called presenting a complaint. We encourage the resolution of concerns by speaking directly with a staff member in the department or unit where the problem has occurred. However, if an issue cannot be resolved by speaking with a staff member or if you feel uncomfortable discussing the issue within the department or unit where the issue occurred, we invite you to contact the Patient Relations Office. A patient representative can be reached in the following ways:

By phone: 718-818-4340
By email: patientrelations@rumcsi.org
Or in writing:

Patient Relations DepartmentRichmond University Medical Center355 Bard AvenueStaten Island, NY 10310

Grievance Time Frame

Within 7 calendar days a patient will receive written notification that his/her grievance was received and resolved. If the grievance resolution is not possible within 7 calendar days after the receipt of the grievance, a letter outlining the process and expected time to resolution will be sent to the patient within 7 days.

Instead of utilizing the hospital’s grievance process ,they may also file a complaint with the following:

NYS Department of Health 
1-800-804-5447
New York State Department of Health 
Corning Tower
Empire State Plaza, 
Albany, NY 12237
and/or


The Joint Commission 
https://www.jointcommission.org/report_a_complaint.aspx
Fax: 630-792-5636
Office of Quality and Patient Safety
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181

Confidentiality:

All complaints or grievances shall be kept confidential and shared only with involved staff members, or the immediate supervisor.