Our commitment to care

Patient satisfaction matters to us

How’s your stay? Are you getting the care you need? Are your doctors and nurses listening and responding to your questions or requests? Our goal is to provide the best quality care. To do so, we ask for feedback from patients like you.

During your stay

Please speak with your nurse or nursing supervisor if you have any questions or concerns about your care. If your issue is still not resolved, contact our Patient Experience Team at ext. 4416.

You also have the right to file your complaint with either:

New York State Department of Health
Centralized Hospital Intake Program
433 River St., 6th Floor
Troy, NY 12180
(800) 804-5447

Office of Quality and Patient Safety

The Joint Commission

One Renaissance Blvd.

Oakbrook Terrace, IL 60181

File a complaint online

After your stay

Once you leave our care, we will continue to seek your feedback through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The HCAHPS survey is a tool to measure and report patient satisfaction. It’s made up of simple questions on key care topics such as:

•  doctor and nurse communication
•  medicine and discharge information
•  staff responsiveness
•  overall quality of the hospital environment

If you’re selected to receive this brief survey, please take the time to complete it. The results will help us know what we’re doing right and where we can improve.

Awards and accolades

• Received the highest five-star rating from the Centers for Medicare & Medicaid Services
• Recognized by Healthgrades as one of America’s Top 250 Hospitals for 2023 and 2024
• Received the Healthgrades Outstanding Patient Experience Award™ for the fourth consecutive year
• Earned the prestigious Magnet® recognition three times from the American Nurses Credentialing Center, which recognizes healthcare organizations for quality patient care, nursing excellence and innovations in professional nursing practice
• Rated high performing in Gastroenterology & GI Surgery, Geriatrics, Heart Failure, Kidney Failure, Orthopedics, and Pulmonology and Lung Surgery  by U.S. News & World Report
• Accredited cancer program by the Commission on Cancer
• Designated as an Age-Friendly Health System by the Institute for Healthcare Improvement
• Designated a Center of Excellence by the Infectious Diseases Society of America in recognition of our Antimicrobial Stewardship Program
• Bariatric and Robotic Surgery Centers of Excellence designated by the Surgical Review Corporation
• Fortunato Breast Health Center accredited by the National Accreditation Program for Breast Centers
• 19 top “A” grades for patient safety from The Leapfrog Group
• Critical Care Team received a gold-level Beacon Award for Excellence from the American Association of Critical-Care Nurses
• One of only 29 hospitals nationwide to receive the Emergency Nurses Association Lantern Award for exceptional and innovative performance
  

Sometimes a healthcare choice can involve an ethical concern—such as a wish to refuse life-saving treatment or a disagreement over advance directives. Our Ethics Committee can help your team of support people make difficult decisions. For help, contact Social Work at ext. 4246.