For Medical Emergencies call 911
If you have a medical question, contact your physician directly. For information about our providers, please see our online
Physician Directory or call our Physician Referral Line
(585) 396-6555. Patient Satisfaction and Safety
While you are here, if you would like to share a compliment about a specific Associate or care team, or if you feel for any reason that we have not lived up to our CARES values and want to discuss this, or want to report a discrimination incident you may call the Customer Service Excellence Line at (585) 396-6434 and speak to a Thompson Health representative. If you have a patient safety concern about your medical care you want to discuss, call the Patient Safety Hotline at (585) 396-6793 and speak to a Thompson Health representative.
Further reports can be made to The Joint Commission by submitting your complaint in writing to: Office of Quality and Patient Safety, The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, IL 60181 or via the website www.jointcommission.org - using the Report a Patient Safety Event link in the Action Center
Corporate Compliance Hotline: (585) 756-8888
The Corporate Compliance Hotline is the place to bring concerns relating to fraud, breach of patient privacy or confidentiality, inaccurate billing for services, information system security, violations of professional practice standards or business ethics, or conflicts of interest.
The Corporate Compliance Hotline allows associates to ask questions or report concerns without fear of retaliation.
Examples of Issues to report include:
• Compliance Concerns: billing for services that were not provided or for more time than actually provided. Requiring a visit to a provider when one is not necessary. Coding and billing errors.
• HIPAA/Privacy Issues: Accessing patient records without a clinical or business reason to do so. Sharing a patient's health information on social meda.
• Ethics consult requests: Concerns associated with end-of-life treatment. Uncertainty regarding surrogate decision-making.
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