Patient Experience is:
The sum of all interactions, shaped by an organization's culture,
that influence patient perceptions across the continuum of care.
-The Beryl Institute and the Patient Experience Institute
At Rutgers Cancer Institute of New Jersey, we take pride in ensuring our patients come first and are committed to providing the highest level of care. You can count on us to:
- Deliver care with courtesy and compassion
- Be helpful always
- Make processes efficient
When we do this well, it is our pleasure to accept your compliments and pass them on to ensure staff are recognized for their exceptional care.
Our goal is to provide you with the highest level of care at all times. If, however, we have failed to meet your expectations, these are the steps you may take to address your concern:
Please speak with the members of your health care team first. We will make every effort to address promptly and resolve any patient care concerns brought to our attention.
If you are not satisfied with the response you received from your health care team, call or email the Director of Patient Experience, Diane Haley, LCSW, OSW-C, 732-235-8778 email@example.com. We strive to provide a comfortable, caring and professional presence and will utilize problem-solving skills and effective communication to achieve resolution of concerns.
If you are not satisfied with the resolution, you may pursue your grievance to an external review body for resolution. The external entities are:
- Rutgers Privacy Office - www.rutgers-compliance-hotline.com
- The Joint Commission Office of Quality Monitoring - www.jointcommission.org
- Centers for Medicare & Medicaid Services - www.cms.gov
- US Department of Health and Human Services - www.hhs.gov