Patient Complaints

Patient Complaints

Rush's goal is to provide supportive health care. We want to know if you are not satisfied with your care.

Rush's goal is to provide supportive health care. We want to know if you are not satisfied with your care.

Rush's goal is to provide supportive health care. We want to know if you are not satisfied with your care or if you feel like you have been denied any of your patient rights. You can be assured that any complaint or concern will not compromise your treatment.

Complaints concerning denial of patient rights

If you are a patient and feel you have been denied any of your patient rights, or have suffered harm or physical injury as a result of your care at any of our facilities, please contact the below departments:

Rush University Medical Center and Rush Oak Park Hospital

Rush Copley Medical Center

The appropriate department will promptly investigate the complaint and respond or provide an update within 30 days. Depending on the nature of the complaint and the need to further investigate the facts, we may provide a written response to the patient’s complaint. In the resolution of a grievance, the appropriate department will provide the patient with written notice of the decision, which will contain the name of the hospital contact person, the steps taken on behalf of the patient to investigate the grievance, the results of the grievance process and the date of completion.

Patients may also contact the following:

The Grievance Committee, as authorized by the Board of Trustees, will, on a quarterly basis or as soon as is practical, review and reconcile any grievance that remains unresolved through the process. If the patient remains dissatisfied with the resolution of a case involving harm or physical injury, they may elect to submit the matter to the Rush Mediation Program. If the patient is dissatisfied with the resolution of a complaint involving the denial of patient rights, they may contact the Illinois state agencies directly.

Information concerning the Rush Mediation Program and/or the phone numbers and addresses of the appropriate state agencies are also available through the Office of Risk Management at Rush.

Other complaints

Some patient complaints may not involve the denial of patient rights or harm or physical injury, but they are still important to Rush. All complaints will receive attention and consideration. Many questions are best addressed by personnel on nursing units. Patients should contact their nurse if they have a question about their care, the communication with their health care providers, the manner in which their room is cleaned, their preferences concerning food and beverages, or anything else that bothers them about their stay at any of our Rush hospitals.

If they prefer, the patient can contact the hospital-specific departments about other complaints.

Patient concerns about non-coverage or premature discharge

In the event that pre-admission screening determines that admission criteria are not met prior to admission or coverage for services is not approved, the patient will be issued a notice of non-coverage. This notice will be issued before admission or within two days of admission and must state specific reasons why the hospital believes the requested services are not covered. The patient may elect to assume personal responsibility for the payment of the services or refuse the services.

Patients may contact the hospital-specific financial counselors regarding questions about non-coverage for Rush services:

Patients can call these numbers Monday through Friday, 8 a.m. to 4:30 p.m.

Rush University Medical Center and Rush Oak Park Hospital: (312) 942-5967

Rush Copley Medical Center: (630)-978-4990