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Customer Service

Visiting a hospital, whether scheduled or in an emergency, can cause significant stress on our patients and their families. This stress can lead to negative experiences if staff do not recognize and quickly respond to patients' needs and concerns.

Randolph Health understands this and has taken a proactive approach to ensuring that all customer issues and concerns are quickly recognized, addressed and resolved in an expedient and consistent manner.

If you have any service concerns or unresolved patient safety concerns during your visit at Randolph Health, we encourage you to discuss these with your clinician or call the Patient Experience Line at 336.328.3456.

The formal grievance process allows for the reporting, review and resolution of all conflicts, concerns, complaints and grievances received from customers. The goal of this process is to assure patients, their family members, visitors and guests that Randolph Health readily accepts all valid concerns and will strive to seek resolution when at all possible. Anyone who reports a service or safety concern can be assured that current and future access to care will not be compromised.

You have the right to communicate concerns about quality of care issues to a state or accrediting agency by notifying:

The Department of Health and Human Services—Division of Health Service Regulation
2711 Mail Service Center
Raleigh, NC 27699-2712

Or The Joint Commission
One Renaissance Blvd.
Oak Branch Ter., IL 60181