Patient Relations
We appreciate your trust in Emanate Health Queen of the Valley Hospital, Inter-Community Hospital and Foothill Presbyterian Hospital with providing your medical care. As you know, the COVID-19 pandemic has caused a public health emergency that has reduced available medical and personnel resources available to hospitals and patients. During this critical time, Emanate Health has adopted the State of California’s Crisis Care Continuum Guidelines. The Crisis Care Continuum Guidelines will only be implemented as a last resort of an exponential surge in COVID-19 patients that results in further straining of resources.
Anchored in best practices from across the country and guided by our values and ethical principles, all Emanate Health efforts will be made to prevent the implementation of these guidelines and meet the needs of delivering our mission-driven patient care. Emanate Health is committed to ensure that, should conditions push our system into providing crisis care, we will do so in a coordinated and thoughtful manner, using a common framework, procedures, and decision making that best protects the health of all San Gabriel Valley communities.
We pledge to keep you informed as we continue to confront the challenges our hospitals are facing during the COVID-19 pandemic.
Download the California Crisis Care Continuum Guidelines
If you have any questions or concerns, please contact us.
Patient satisfaction is among our highest priorities. We encourage you to submit comments, feedback and suggestions regarding how we might improve, or share your experience with us so we can provide insight and recognition to our team.
Patient relations is here to provide resolution for any concern or issue patients and family members may have with their care experience. We objectively investigate, document, and track issues, in order to present the best outcome for our patients and the organization.
Please use the Patient Relations Contact Form to send us your feedback. You can use this form to file a complaint or grievance. Or, if you would prefer, you can file your complaint or grievance over the phone.
Our goal is to provide the utmost clinical care and customer service to the patients we are honored to serve. We know the practice of medicine is complex and despite all our efforts, there may be concerns and dissatisfaction about our services. We value the opportunity to resolve those concerns.
Policy regarding complaints or grievances
It is the philosophy of Emanate Health to respond promptly to patient and family grievances/concerns. At no time will the presentation of a complaint in itself compromise a patient's future access to care. Complaints or concerns should be addressed to the appropriate nursing or department director.
If the concern cannot be resolved by the director of the unit, the Patient Relations Department may be notified by calling 626.858.8519, or 626.858.8521, or you can contact us by email at PatientRelations@EmanateHealth.org or by mail to Patient Relations Department at P.O. Box 6108, Covina, CA 91722-5108.
If hospital management has not resolved the concern, the Joint Commission's Office of Quality Monitoring may be contacted at 800.994.6610 or at patientsafetyreport@jointcommission.org.