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Patient Relations Department

Who Are We?

The Consumer Relations’ Patient Representatives are committed to University of Miami Hospital's mission of providing high quality services consistent with the needs and philosophies of our customers. To this end, we establish good public relations for the hospital and reinforce an environment of caring, genuine concern, and a desire to fulfill the needs and exceed the expectations of all our patients and their family members; while exhibiting a positive image that promotes the highest standards.

What Do We Do?

• We are the liaisons between patients and/or relatives, physicians, administration and other hospital personnel.
• We are available on a 24-hour, 7-day-a-week basis to ensure patient satisfaction.
• We provide a mechanism through which patients can voice complaints/grievances without the fear of being subjected to coercion, discrimination, reprisals, and compromised or interrupted care.
• We appreciate and welcome patients and/or family members contacting Consumer Relations to comment on our overall services or to identify areas that need our attention as we strive for service excellence.
• We address the cultural diversity, spiritual beliefs and psychosocial needs of our patients by providing services for the disabled/challenged, auxiliary aids, pastoral and interpreter’s services.
• We ensure that the patients’ rights and responsibilities are respected.
• We assist the hospital’s staff address any ethical issue a patient may encounter.
• PATIENT E-MAIL SERVICES: If you need to send an e-mail to a patient admitted to the Hospital, simply write to: .(JavaScript must be enabled to view this email address) and your message will be delivered to his/her room.
• We promote interpersonal skills among the employees as delineated in our Diamond Standards by participating in their education program and recognizing outstanding performance.
• NEWSPAPERS: If you would like to purchase a copy of the Miami Herald or El Nuevo Herald Monday through Friday, please dial extension 25529.

Filing Complaints

If you have a complaint or grievance, please contact the patient representative at 305-689-5943 or email .(JavaScript must be enabled to view this email address) to allow us to assit you.  If you feel that we were unable to resolve your complaint you may contact either of the agencies listed below.

0. Agency for Healthcare Administration
   Consumer Assistance Unit
   2727 Mahan Drive/Bldg.1
   Tallahassee, FL 32308
   Telephone: 1-888-419-3456
   
   
0. The Joint Commission Office of Quality Monitoring
   One Renaissance Boulevard
   Oakbrook Terrace, IL 60181
   Telephone: 1-800-994-6610
   Email: .(JavaScript must be enabled to view this email address)

Personal Message

We understand how traumatic healthcare problems can be for the persons who are ill as well as for their family members.  We are committed to be available at all times to provide our patients and their family members with the compassion and support necessary to deal with the emotional effects of being hospitalized.  Our services extend after their discharge. We encourage our patients and/or family members to feel free to contact us if they have questions or concerns regarding any of the services they received while hospitalized or future services required by their healthcare needs. We can be reached by calling the Consumer Relations Office at 305-689-5943.  Thank you for giving us the opportunity to serve you.

Sonia Martinez, PRC/PAAPC
Director Consumer Relations and Volunteer Services

Thank for visiting the Consumer Relations' web page!