Quality of Care

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Our Commitment to Quality of Care and Customer Service

At Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center, we are fully committed to providing the finest healthcare services for our patients. We seriously consider all issues of quality of care and continually strive for excellence in customer service. Should you believe that we have not maintained the highest standards for quality of care and safety, please let us know your concerns. We respect and honor the rights of all patients by thoroughly investigating any grievance you may have. We appreciate all feedback and see this as an opportunity for further improvement in the quality of services for the community.

The following staff members at Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center are available to help you resolve any issues that may arise:

Nurse Manager

We recommend that immediate concerns by you or your family should be explained to the Nurse Manager on your floor. He/she has many contacts and resources to meet your requests and can find answers to any questions you may have.

Case Manager

Case managers are also available to help you resolve any concerns. Each floor is assigned a designated Case Manager, who coordinates patient care and also provides discharge planning. A Case Manager can be contacted by letting your nurse know that you wish to speak with the Case Manager.

Patient Liaison

If you do not feel comfortable in contacting the Nurse Manager, another resource we suggest is the Patient Liaison, who is available for patients and family members and will assist in addressing any questions or concerns. The Northern Dutchess Hospital Patient Advocate can be reached at (845) 871-3391. The Putnam Hospital Center Patient Advocate can be reached at (845) 230-4751. The Vassar Brothers Medical Center Patient Liaison can be reached at (845) 483-6011.

Meeting your healthcare needs is our priority. However, if you feel our staff has not adequately addressed your needs, outside, independent organizations are available to you and your family. Whether or not you choose to utilize NDH/PHC/Vassar staff and the hospital's grievance process, you may lodge a complaint with either the New York State Department of Health, Island Peer Review Organization or the Joint Commission on Accreditation of Healthcare Organizations at the following:

New York State Department of Health

Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center are certified by the New York State Department of Health. The public may contact the New York State Department of Health to report concerns or register a complaint by either calling 1-800-804-5447 or you may file a complaint in writing and send it to:

New York State Department of Health
Centralized Hospital Intake Program
Mailstop: CA/DCS
Empire State Plaza
Albany, NY 12237

Questions or Comments: hospinfo@health.state.ny.us


The Joint Commission

Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center are accredited by The Joint Commission, an independent, not-for-profit organization that evaluates and accredits nearly 17,000 healthcare organizations and programs in the United States. The public may contact the Joint Commission's Office of Quality Monitoring to report concerns or register a complaint by either e-mailing complaints@jointcommission.org, calling (800) 994-6610 or a letter can be sent to the following address:

One Renaissance Boulevard
Oakbrook Terrace, IL 60181