The Patient Relations Department at Cancer Treatment Centers of America (CTCA) is committed to making you and your caregivers as comfortable as possible during your visit with us.
Patient relations services
Our patient relations team is here to provide you with guidance and support and address any concerns you may have. We provide a variety of services to you and your caregivers, including:
- Coordinate new patient orientation
- Develop patient education and activities calendar
- Host patient activities
- Host patient focus group sessions
- Coordinate the patient satisfaction survey process
- Facilitate conflict resolution
New patient orientation
When you first arrive at CTCA, a new patient liaison will introduce you and your caregiver to our facility and services. They will also follow up with you to address any questions or concerns you might have to ensure your expectations are met.
Our concierge service is an information station for the hospital. Our concierge welcomes guests and offers assistance in directing them to the right location. The concierge also serves as backup to the Transportation Department, helping with luggage, wheelchairs and parking cars.
We coordinate and host patient and caregiver activities, including weekly outings. With the help of our Transportation Department, we take you and your caregivers around town to museums, theaters, ballgames, movie theaters, shopping centers and various local events.
Patient focus group sessions
Patient focus group sessions give you and your caregivers an opportunity to voice any concerns, compliments or suggestions to CTCA administration and staff. These focus groups provide us with information about how to better meet your needs. These sessions also allow you to share thoughts and feelings with others who are in a similar situation.
Patient satisfaction surveys
We use patient satisfaction surveys to gather feedback from you and your caregivers. These surveys give you a chance to anonymously provide any comments you may have about CTCA or your care. Our patient relations team uses a sophisticated database program to document and track feedback from these surveys to resolve issues promptly, and to improve future practices/processes.
Your personal advocate
The Patient Relations team at CTCA at Western Regional Medical Center includes dedicated representatives who act on your behalf while remaining fair and objective. Our patient relations representatives are patient advocates who make patient satisfaction and patient rights a priority.
The overall focus of our patient relations team is you—the patient. We want you to feel acknowledged, understood and respected, using the three R’s to guide our actions: Recognize, Respond and Resolve.
Should an issue arise, our patient relations team will promptly address it by collecting information about the issue, working together with other Western departments for resolution, then using the information to make changes for the future (while making sure to keep you out of the center of conflict).