We invite all patients to participate in their own
care. The single most important way you can help to keep your
health care safe is to be an active member of your health care
team. At Lourdes, we strive to provide safe and high-quality care,
but even with the most sophisticated safeguards in place, errors
can occur.
Patient Safety Guide
We encourage you to become more involved, informed, and invested
in your own health care by reading Patients
and Lourdes: Partnering to Improve Safety, an informative guide
with many tips on how we can work together for your safety.
Condition H
If you or a family member have noticed a change in your
condition that is worrisome and the health care team is not
recognizing your concerns, or if after speaking with a member of
your health care team you continue to have serious concerns about
how care is being given, managed, or planned, you can call a
Condition H (HELP.)
Condition H (HELP) provides our patients and families with the
ability to summon help when they are in need of immediate medical
attention. To access Condition H (HELP), patients can call
extension 5408 from their room phone. A team member will
be sent immediately to assess the situation and call for additional
clinical support, as needed.
When to Call Condition H
- If you believe there has been a change in the patient's
condition that you are worried about and the health care team is
not recognizing your concern.
- If after speaking with a member of the health care team (i.e.,
nurses, physicians, etc.), you continue to have serious concerns
about how care is being given, managed, or planned.
When NOT to Call
Do not call Condition H (HELP) if your concerns are
related to the following:
- Diet
- Phone
- Empty water pitcher
- Television
- Room temperature
- Basic environment
- Housekeeping
- Any other non-medical problems
Please call the unit staff to address any of the above
concerns.
Remember, you can make the care you or your family member
receives even safer by being an active, involved and informed
member of the health care team. Speak up if you have questions or
concerns, and if you still don't understand what you're being told,
ask again.
Concerns About Your Care
If you have a concern related to any aspect of care at Lourdes
Hospital, speak to your doctor, nurse, hospital unit manager,
department manager or office manager, and provide them the
opportunity to resolve your concern.
If you would like to speak to a Patient Representative in our
Quality Department who will work to resolve your concerns, you may
call 607-798-5313.
If the concern cannot be resolved through the hospital, you may
contact the Joint Commission's Office of Quality Monitoring to
report any concerns or register complaints about the health care
organization by using any of the following contact
information.
Toll-free number: 1-800-994-6610.
Email: complaint@jointcommission.org
Mail: Office of Quality Monitoring
The Joint
Commission
One Renaissance
Boulevard
Oakbrook Terrace,
Illinois 60181
