How to File Complaints to Duke Medical Center

According to its website, Duke University Hospital in Durham, North Carolina is recognized as one of the world's best hospitals by magazines such as "Time" and "U.S. News & World Report." The hospital is a full-service four level facility with almost 1,000 acute care beds and 19 psychiatry beds. Despite the facility's prominence, patients and their families may come away from an interaction with the facility with a complaint. Both the medical center and the hospital's accrediting organization have established protocols to register your complaint and, if possible, correct the problem.

Instructions

• 1

  Call a patient advocate at 919-681-2020. A patient advocate is a staff member of The Department of Patient and Visitor Relations. She is responsible for helping patients, their family and their visitors. Advocacy involves listening to, documenting and following up on your complaint often by contacting individuals or departments specifically, answering your questions, and directing you to proper outside resources. The hospital is legally obligated to offer you a patient advocate at no expense to you or your family.

• 2

  Write a letter to the Health System Management department documenting your complaint and when it occurred. The letter does not need to be a complicated document; just relate what your complaint is. Mail this letter to:

  Office of Safety and Quality

  Duke University Health System

  Box 3701

  Durham, NC 27710

• 3

  Call, email, fax or write the Joint Commission with your complaint if it does not involve billing, insurance, payment disputes, personnel issues or labor relations. You may submit the complaint anonymously or provide contact information to be updated on the status of your complaint. Each complaint will receive a reference number that you will need if you follow-up with the Joint Commission.

  To contact the Joint Commission, use the following:

  E-mail: [email protected]

  Fax: [phone]

  Mail: Office of Quality Monitoring

  The Joint Commission

  One Renaissance Boulevard

  Oakbrook Terrace, Illinois 60181

  Phone: [phone]