Patient Care & Safety

Last Visited »

Overview

At Jackson Health System, we strive to provide the highest quality of care and safety to all patients. If a person has any concerns about patient care and safety that have not been addressed, they are encouraged to contact management staff. To talk about complaints, you or your family member should tell your nurse, nurse manager or person in charge of the area where you are a patient. If you feel your complaint has not been resolved, you or your family member should contact the Patient Relations Department of the hospital you are in.

 

Patient Bill of Rights

Jackson Health System's healthcare facilities support the Patient's Bill of Rights and Responsibilities, which are recognized as applying to all adults and children who are patients, their parents and/or guardians. A patient has the right to a quick and fair answer to questions and requests. Any patient, parent or guardian who feels the patient is not being treated in the correct way has the right to complain about the care received, to have those complaints reviewed and, when possible, solved. A patient complaint will not change the kind of care given to the patient.

To read the Patient's Bill of Rights and Responsibilities, click here.

Back to Top

Reporting Complaints & Grievances

We want to improve patient care by giving patients and their families a way to communicate complaints. We want to make sure they are solved quickly. To talk about complaints/grievances, you or your family member should tell your nurse, nurse manager or person in charge of the area where you are a patient. If you feel your complaint has not been resolved, you or your family should ask to have the Patient Representative called, or call the Patient Relations Office at 305-585-7341 to speak to a Patient Representative.

If you wish to send a written complaint/grievance, please address it to:

Administrator of Patient Services
Jackson Health System
1611 N.W. 12th Avenue, West Wing 104
Miami, FL 33136

Filing Complaints

If you have a complaint against a hospital or ambulatory surgical center, call the Consumer Assistance Unit at 1-888-419-3456 (press 1) or write to this address:

  • Agency for Health Care Administration
    Consumer Assistance Unit
    2727 Mahan Drive, Building 1
    Tallahassee, FL 32308

If you have a complaint against a healthcare professional and want to receive a complaint form, call the Consumer Assistance Unit at 1-888-419-3456 (press 2) or write to this address:

  • Agency for Health Care Administration
    Consumer Assistance Unit
    P.O. Box 14000
    Tallahassee, FL 32317

Patients or family members can contact the Joint Commission on Accreditation of Healthcare Organization's Office of Quality Monitoring to report any concerns:

  • Joint Commission on Accreditation of Healthcare Organizations
    Office of Quality Monitoring 
    1-800-994-6610
    complaint@jcaho.org.
Back to Top

Social Work & Discharge

Jackson Health System social workers have been specially trained to work with individuals and families in dealing with personal and interpersonal crises caused by illness and hospitalization. The social worker's role is a varied and complex one, but in all cases, he or she plays a vital part in maximizing wellness during the hospital stay and in easing the transition back home or to a healthcare facility. The goal includes assisting patients with their advanced directives, appropriate discharge planning and counseling for patients and family members related to the impact of illness and hospitalization.

Patient and Family Advocacy
During a patient's hospital stay, social workers facilitate family involvement with the entire treatment team. They keep the family apprised of the patient's progress and explain how the family can help the patient recover. Our social workers assist in acquiring the tools to cope with troubling situations such as:

  • Traumatic and chronic illness
  • Alcoholism and/or drug dependency
  • Financial and emotional strain of caring for a disabled family member
  • Marital difficulties due to illness
  • Adult and pediatric abuse and domestic violence
  • Bereavement

Discharge Planning
Whether a patient is going home or transferring to another healthcare facility, social workers make the transition as smooth as possible. They identify resources in the community that are best suited to the patient's medical and financial situation. They also recommend alternative care if the patient cannot return home.

Counseling Services
Through individual and group interventions, social workers help patients and families with psychological, social and family issues associated with illness, loss, hospitalization or outpatient treatment. They also provide counseling for personal or financial problems related to disability or chronic illness.

For more information, call 305-585-7778 or 305-585-5264.

Back to Top
ToolsFeedback