• If you have a billing issue with a hospital, contact the Cleveland Better Business Bureau at 216-241-7678 or cleveland.bbb.org and click “File a Complaint.” David W. Rowan is General Counsel, Director of Governance and Secretary at the Cleveland Clinic. In these roles, he is responsible for all legal affairs of the Cleveland Clinic and its health care system. He is also a member of the Board of Governors of the Cleveland Clinic. We start the new year by dusting off this list and updating each issue and web address. • For more details on the best way to dispose of unused or expired medications: clevelandhealth.org/environment and click on “How to dispose of unwanted medications”. And while you`re at it, take a minute to look at the numbers and add the ones you think you need to your phone book. What is the poison control number? Where do you go when a dear friend is diagnosed with cancer? Who can help you untangle a hospital complaint? “Patients First” is the guiding principle of the Cleveland Clinic. We strive to provide excellent and compassionate care and services every step of the way. Putting patients first requires more than world-class clinical care – it requires care that takes into account all aspects of a patient`s encounter with the Cleveland Clinic, including the patient`s physical well-being, as well as their educational, emotional and spiritual needs. • The Cleveland Clinic: clevelandclinic.org/health Cleveland Clinic has more than 80 locations around the world. Get phone numbers, addresses, maps, and directions for everyone. The Cleveland Clinic formalized our commitment to this important work and was the first major academic medical center to make patient experience a strategic goal, the first to appoint a director of experience, and one of the first academic medical centers to establish a patient experience office.
The mission of the Office of Patient Experience is to ensure consistently patient-centered care through partnerships with caregivers to exceed patient and family expectations. Our team of professionals serves as a consulting resource for critical initiatives across the Cleveland Clinic`s health system. In addition, we offer resources and data analysis; identify, support and publish sustainable best practices; and working with a variety of services to ensure consistent delivery of patient-centred care. • First call for help from United Way, go to 211cleveland.org or call 2-1-1. A few years ago, we compiled a list of phone numbers and websites that answered these and many other questions. This list has become a kind of medicine cabinet, filled with important health information. Our Find-a-Doctor tool helps you choose from our diverse pool of health specialists. The Office of Patient Experience team serves as a consultation resource, providing patient experience knowledge for critical initiatives across the enterprise to ensure consistent delivery of patient-centered care. The office also works with many areas of the organization to develop and implement best practices to improve the patient experience.
• If it`s Medicaid, contact the Ohio Attorney General`s Office: ohioattorneygeneral.gov/enforcement/report-medicaid-fraud or 1-800-282-0515. We are here to answer your questions and help you find the best care. You can reach us for free at 800.223.2273. The departments of related medical specialties work together as uniform institutes and provide patient-centered care. To examine food recalls and the safety of pharmaceuticals and medical devices, David is a frequent speaker on health law and governance issues and has served on numerous boards of directors of non-profit organizations. He is currently the life director of the Diversity Center of Northeast Ohio, which advocates for social justice. Our office hours are Monday to Friday from 9 a.m. to 5 p.m. We will respond to all inquiries as soon as possible. To contact an ombudsman or other person who can help you with a complaint or concern: • Nurses at the Seidman Cancer Center at Teaching Hospitals will answer your questions about cancer from 8:30 a.m. to 5:00 p.m.
Monday to Friday: 1-800-641-2422. Do you have a question about a Cleveland Clinic service – or any other topic? Submit a request via our secure online booking form. • Rainbow Babies & Children`s Hospital`s Ask Rainbow line answers pediatric health questions 24 hours a day: 216-844-7246 and press number 4. • Passport, for help with questions about home health care: 216-621-0303. • To make sure your doctors are certified in their specialties with the American Board of Medical Specialties: abms.org and click “Is your doctor certified?” • The U.S. Food and Drug Administration: www.fda.gov David received his JD magna laude from Georgetown University Law Center in Washington, DC. Want to know more about the Office of Patient Experience? Do you have a question for the Patient Experience team? So please contact us on site at 216.444.7500 or patientexperience@ccf.org. Tips on where to find free or discounted health care and other forms of help: • The nurse at the cleveland clinic on Call answers general health questions 24 hours a day: 216-444-1234 or 1-800-801-2273. • For general information, as well as help finding a prescription assistance program to pay for medications: www.talkaboutrx.org • If your health insurance issue is: 1-800-633-4227, or medicare.gov and click “Ombudsman”.
• MetroHealth Line nurses answer general health questions 24 hours a day: 216-778-7878. • Centers for Disease Control and Prevention: cdc.gov • To confirm that your physician is licensed by the State Medical Board of Ohio, med.ohio.gov and click “Licensee Profile and Status” or 614-466-3934 and select “License or Note Applications.” Previously, David was a partner at the law firm of Squire, Sanders and Dempsey, LLP. Judith Welsh, MD Associate Chief Patient Experience • The Gathering Place: touchedbycancer.org or 216-595-9546. Best practices are used in healthcare to ensure high-quality care that promotes optimal outcomes. The Office of Patient Experience has identified best practices across the organization to streamline patient experience initiatives and has a dedicated staff who act as experts in every area of the Hospital Consumer Assessment of Healthcare Providers and Systems Survey (HCAHPS). They monitor national and local HCAHPS trends to find out how the best performing hospitals recognize and maintain their success. They consult with Cleveland Clinic institutes and community hospitals to identify, implement, and promote best practices. They also conduct unit observations to maintain best practices that are promoted and shared so that other areas of the Cleveland Clinic can replicate. If you have a concern or question about your bill, please call our Patient Financial Services representatives at 866.621.6385 (toll-free). • If you have a billing issue with your insurance company, contact the Ohio Department of Insurance: 1-800-686-1526 and press 0 or insurance.ohio.gov and click “File a Complaint with ODI.” The Office of Patient Experience is led by the Chief Safety, Quality and Experience Officer, Leslie Jurecko, MD, MBA and Associate Chief Patient Experience Officer, Judith Welsh, MD • To get an answer to a personal health question, go to netwellness.org, click “Ask an Expert” and follow the instructions.
• Cuyahoga County Mental Health Mental Health Council Crisis, Information and Referral Information and Referral Line: 216-623-6888. Do you have concerns about the quality of care you received during your treatment? Please contact our Ombudsman at 216.444.2544 or 800.223.2273 ext. 42544. (free of charge) Save this URL; Make it a favorite. Print this list and pin it to a place you can quickly get to in an emergency. If you purchase a product or create an account through one of the links on our website, we may receive compensation. The Medical Library Association lists 100 of the most reputable health consulting websites. You can find them on caphis.mlanet.org/consumer. But start with these: access interactive maps, directions, and more. • Western Reserve Area Agency on Aging : psa10a.org ou 216-621-8010.
Leslie Jurecko, MD, MBA Chief Safety, Quality and Experience Officer.