Welcome to Patient and Guest Relations
Thank you for entrusting your care to us. People
check into a hospital at a time when their needs are powerful. You want
expertise to heal or palliate your sickness or injury, and also great compassion
to help you feel calm and confident during your healing. At Cayuga Medical
Center, we strive to deliver both expertise and compassion with dedication,
excellence, and responsiveness.
We hope you will let our Patient and Guest
Relations office help in any way we can so you may have a very positive
experience at Cayuga Medical Center. We pledge to do our best work to live up
to your trust.
Being in the hospital, or having a loved one in the
hospital, can be a very vulnerable experience. You may have needs that you
don’t know exactly how to address.
In Patient and Guest Relations, we provide a
friendly face and an advocate; someone you can talk to who can either resolve
your need directly or can guide you to the people who can help. We want your
experience with Cayuga Medical Center to be one of comfort and a sense that
your needs are being attended to and addressed.
you may contact us for help:
to the highest-quality health care we believe you deserve:
in all appropriate matters
some of the things we can do to help you have a good hospital experience:
Before your stay:
provide information on area accommodations (see links
below for online information)
During your stay:
facilitate communication and act as a liaison between you and
the hospital staff
refer you to appropriate departments for specific needs
help you understand CMC’s policies and procedures
explore and resolve concerns
help to assure that the New York State Patients Bill of
Rights is fully honored
through Caring Bridge help you set up a free personal web page to
help family and friends stay informed of a patient’s progress
After your stay:
follow up on any questions, compliments, or concerns that
may have arisen during the time you were a patient or guest at CMC
We can direct
you to the appropriate department for these services:
special needs services such as services for the hearing,
visual, or physically impaired
interpreters for languages other than English
advance directives and living wills (Social Work Department)
notary public in hospital
Lost and found,
which is housed in our Security office. You may call them at 607-274-4422. (We will make every effort to locate
a patient’s lost property, however, we are not
responsible for lost or stolen property.)
links you might find helpful:
for Your Care
Getting to the hospital: for maps and public
transit information, see http://www.visitithaca.com/gettinghere/gettinghere.cfm
note about parking at any of our facilities: there is plenty of it and it’s
to hear your thoughts.
If we have succeeded in our goal to provide
exceptional medical care, we would love to hear about it. We are always happy
to share positive feedback from patients and families with our caregivers.
If in some way we have fallen short of that aim, we
want to hear about that, too, so we can work to remedy any obstacles to our
delivering the highest quality medical service to you.
We make every effort to resolve concerns
immediately, and this is often possible. If not, we:
explore the issue in a timely manner, engaging all appropriate staff members in
resolve the issue
follow up with
you to let you know the resolution of the issue, unless you have indicated to
us that you are not interested in hearing back from us. (Note: if you do wish
to hear from us, please let us know how you would prefer to be reached: phone,
If you are a patient with us, when your stay is
finished, you will receive a survey in the mail from Press Ganey,
a company that evaluates patient satisfaction in our medical center. We are
very grateful if you fill it out, as it helps guide us in our delivery of
top-quality health care. We also welcome online feedback.
Click here to tell us about your
Feedback from our patients helps us identify ways to improve patient care. Please discuss any comments or concerns with your nurse or unit manager.
Patients and their families may also direct any concerns or comments to our Customer Relations Specialist:
Cayuga Medical Center
Public Relations Office
101 Dates Drive
Ithaca, NY 14850
You may also contact the Central Field Office of the New York State Department of Health at 1-800-804-5447 or The Joint Commission (TJC) at 1-800-994-6610.
Thank you for helping us to continually improve the services we provide to the community.