Patient Experience Manager
A service for patients of Mercy Cedar Rapids
(not affiliated with any other Mercy Medical Centers)
The Patient Experience Manager facilitates the flow of services, information and communication between patients, families, physicians and hospital staff, and the community. Specifically, assistance is provided to patients seeking solutions to hospital-related problems, complaints and unmet needs.
Mercy's Patient Experience Manager is here to help by:
- Answering questions
- Listening to comments and suggestions
- Explaining hospital policies and procedures and helping you understand your rights and responsibilities as a patient
- Offering help with problems or concerns you may have with any aspect of your care or a loved one's care
Contact Joan at jcolston@mercycare.org or (319) 398-6709.
Patient and Family Advisory Council
The Patient and Family Advisory Council is dedicated to the improvement of safe, high-quality care at Mercy. The Advisory Council is comprised of past and present patients and family and Mercy staff members. Patients and their families are often the most knowledgeable members of the care team, and can offer unique perspectives and valuable feedback regarding the standard of care they receive.
If you are interested in learning more, please contact our Patient Experience Manager, Joan, at (319) 398-6709.
If you feel your concern about safety or quality of care provided in the hospital has not been adequately addressed, you may also report your concern to the Iowa Department of Inspection and Appeals by phone at (515) 281-4115 or by mail to Lucas State Office Building, 321 East 12th Street, Des Moines, IA, 50319-0083.
You may also contact the Joint Commission on Accreditation of Healthcare Organizations. You can fill out a complaint form at www.jointcommission.org, by fax to 630-792-5636 or by mail to The Office of Quality and Patient Safety, The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, IL, 60181.
