Patient Experience newsletter, Dec. 2018: Spotlight on patient reps

Monthly updates from the Office of the Patient Experience

Spotlight on our patient reps

Patient relations specialists (left to right): Allison Wright, Kathy Courtois, Carol McEleney, and Julie Stern

The Office of the Patient Experience is staffed with four patient relations specialists dedicated to assisting our patients and families when they have concerns about the care provided while at UI Hospitals & Clinics. These relations specialists work closely with our patients and families to understand issues that arise, and they work closely with UI Hospitals & Clinics staff involved to find a resolution.

When a complaint or grievance is received in our office, our staff investigate the concerns with the department administer, physicians involved, nurse manager, assistant nurse manager, and/or staff present. The patient’s concern may be resolved by the staff present or through a response letter will be required for grievances.

Patient relations specialist roles and responsibilities include:

  • Serving as liaison among our providers, staff, and patients and neutral party presence
  • Offering service recovery when we miss the mark as a measure of goodwill
  • Offering consultations for problem solving
  • Recapturing and preserving the relationship for future care

Grievances and complaints received in the Office of the Patient Experience may come from:

  • Handwritten letters that are sent to:
    • Office of the Patient Experience
    • Department/Division leaders
    • CEO
  • Email
  • Letters attached to the Press Ganey satisfaction comments
  • Meeting with patients at the bedside
  • Phone calls
  • Patients coming to the Office of the Patient Experience
  • Patient experience inbox

Contact us

Office of the Patient Experience
UI Hospitals & Clinics
200 Hawkins Drive
Iowa City, IA 52242

Our staff

Read more about the Office of the Patient Experience and other staff members on their SharePoint site.

Recent patient comments about being thankful

  • “We are all very thankful to have such an advanced and excellent facility so near.”
  • “All physicians and nursing staff were great!!! Very thankful for them!!!”
  • “I am amazed by my physician. God really did bless his hands and his staff because I am still alive. I am very thankful.”
  • “It was a whole surgical team taking care of me. I was thankful for that. This meant to me I would get the best of service.”
  • “Our physician was good. Very responsive to calls/texts when problems came up. She brought me coffee, took the time to talk to me, went with us to radiation—all extra things she did not have to do but I am thankful she did.”
  • “We are so thankful for all that the doctors and nurses have done for our family! We are so thankful to have University of Iowa hospitals! And we love the new children’s hospital!”
  • “We were very pleased with our first outpatient experience at the children’s hospital. I was thankful and pleased that the nurses and care team took the time to work with him at his level when caring for him and answered our questions as parents.”
  • “We’re so thankful to the amazing NICU staff who cared for our baby girl. She is our miracle and the UI Hospital helped save and nurture our baby.”
  • “I was very thankful for the work involved to get me a private room, it was very helpful with my anxiety.”
  • “I am thankful my appointments are made to accommodate my work schedule.”
  • “So thankful my son was seen and treated on the same day I called.”
  • “I chose to have care at UI hospitals and I’m so lucky I did because unfortunately I happened to have a worse case scenario situation and thankfully was in the right place at the right time to receive the best care possible.”

Festival of World Cultures: Seasonal events

See a full list of holiday events at the link above, presented by the UI Health Care Holiday Committee, Spiritual Services, Volunteer Services, Project Art, and others.

Sign up for Excellence Every Time: April and September dates added

Join us for a program about how safety, quality, and connection create the optimal patient experience. Morning and afternoon sessions will be held on Tuesday, April 9; Wednesday, April 10; Tuesday, Sept. 24; and Wednesday, Sept. 25, at the Coralville Marriott.