Grievance Process

Resident and Family Inquiry, Grievance and Concern Process

In keeping with our philosophy of patient- and family-centered care (and in accordance with New York State Department of Health regulations), St. Mary’s welcomes inquiries, concerns, and grievances of residents and family members.

Any employee who receives a complaint will immediately attempt to resolve it within the scope of their role and authority. If a complaint cannot be immediately resolved, the employee will expedite the complaint to their supervisor and the grievance official using the grievance form.

A grievance concern can be expressed verbally or in writing. A family may also submit a grievance anonymously using this form. The grievance officer will track the inquiry and resolution and provide a written summary of the outcome to the family member within 21 days.

For more information about how you can share your experience, please get in touch with the patient and family services office at 718 281 8952.