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UPMC Patient Relations

All of us at UPMC want you to feel comfortable and confident in the care you receive. We recognize that all of our patients are special and unique, and we are committed to providing you and your loved ones with exceptional care that is both compassionate and personalized.

The Patient Relations Department is available to act as a liaison to address the concerns of our patients and those who care about them. We are here to help patients and families to ensure their experience with UPMC is a positive one. In addition, we can assist patients or visitors who require additional accommodations during their stay.

Should a concern about your experience arise, discuss your concern with the involved parties. If the concern remains unresolved, please contact one of our Patient Relations Departments listed below. You may also share your hospital experience with us by completing an online comment card. We will investigate your concern and provide you with an efficient response. Please know that contacting the Patient Relations Department will not negatively affect your care.

Also, you can be confident that we will use the concerns we receive to improve the manner in which we care for our patients. The goal is for our patients to return to UPMC for all of their future care needs.

 

We welcome any and all feedback, so we can learn about what we’re doing well or what may need improvement.

Thank you for entrusting UPMC with your care.

UPMC Patient Relations Contacts

Location ​Contact Information
Children’s Hospital of Pittsburgh of UPMC 412-692-5489
Magee-Womens Hospital of UPMC 412-641-4579
Physician Services Division Toll-free 1-855-441-8762
UPMC Bedford Memorial 814-623-3585
UPMC CancerCenter 412-623-3478
UPMC East 412-357-3800
UPMC Hamot 814-877-3767
UPMC Horizon 724-589-6240
UPMC McKeesport 412-664-2005
UPMC Mercy 412-232-8968 or 412-232-7183
UPMC Northwest 814-676-7154
UPMC Passavant–Cranberry 412-748-6863
UPMC Passavant–McCandless 412-748-6863
UPMC Presbyterian 412-647-7615
UPMC Shadyside 412-623-2014
UPMC St. Margaret 412-784-4811
Western Psychiatric Institute and Clinic of UPMC 412-246-5201


Billing Concerns

Location Contact Information
​Hospital Division ​1-800-854-1745
​Physician Services Division ​1-888-647-9600

The UPMC Intermediation Program

If you are unable to have your concerns addressed through the Patient Relations process, your Patient Relations representative may recommend that you participate in the UPMC Intermediation Program. The UPMC Intermediation Program, UPMC’s unique approach to resolving complex grievances, is a patient-centered mediation program. The Program gives patients and/or their families the opportunity to meet with UPMC personnel to discuss the care received and to have that discussion facilitated by a neutral third party. It is designed to improve communication with our patients and their families and help transform the care that we provide.

External Resources

If a patient and/or the patient's representative believes his or her concerns about care or safety have not been adequately addressed by UPMC, external resources are available.

The Joint Commission

The Joint Commission is an accreditation agency for UPMC hospitals. The patient or his/her representative may contact The Joint Commission’s Office of Quality Monitoring by phone at toll-free 1-800-994-6610, or by email at complaint@jointcomission.org.

The Pennsylvania Department of Health

The Pennsylvania Department of Health licenses UPMC hospitals and certain outpatient facilities. The patient or his/her representative may contact:

Pennsylvania Department of Health, Division of Acute and Ambulatory Care
Health and Welfare Building
P.O. Box 90
Harrisburg, PA 17108-0090. 

The phone number is toll-free 1-800-254-5164.

PA Department of Public Welfare

For mental health and substance abuse related concerns, dial 412-565-5226.

Quality Insights of Pennsylvania

Medicare patients who have concerns regarding any medically necessary services or discharge services may call the Quality Insights Medicare Beneficiary Complaint Hotline at 1-800-322-1914.

 

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For help in finding a doctor or health service that suits your needs, call the UPMC Referral Service at 412-647-UPMC (8762) or 1-800-533-UPMC (8762). Select option 1.

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