The Patient Relations department serves as a liaison between patients, families, and UConn Health. In accordance with state and federal regulatory requirements, Patient Relations oversees the formal complaint and grievance process, including investigation, documentation, and communication of outcomes. The team works to promote transparency, uphold patient rights, and support a safe, positive care experience by partnering with clinical and operational leaders.

Complaint vs. Grievance

The Patient Relations department is an administrative department.

Clinical questions or requests should be managed by the department and clinical care team. Examples include: requests to discuss care plan/test results, scheduling appointments, obtaining referrals, prescription refills/questions, discharge planning, completing paperwork (FMLA/work notes), disposition, changing providers, and dismissals.

When a patient or family member shares a complaint, this is an opportunity to address a concern in real time by escalating to management or supervision before referring to Patient Relations.

Definitions

The Grievance process is mandated by the Centers for Medicare and Medicaid Services (CMS) Conditions of Participation (CoP). 482.13(a)(2) The hospital must establish a process for prompt resolution of patient grievances and must inform each patient whom to contact to file a grievance.

Complaint: A formal or informal complaint about service, attitude, care or treatment that can be resolved by staff present.

Grievance: A written or verbal complaint (when a verbal complaint is not resolved by the staff present) regarding any CoP, abuse, neglect, patient rights, or quality of care provided.

Complaints	Grievances
Can typically be resolved promptly at the point of care (often within the same day).	Cannot be resolved quickly and requires a formal investigation and written response.
Usually relate to service issues or minor concerns.	Involve quality of care, patient rights, safety, or staff behavior.
Addressed by frontline staff such as nurses, managers, and unit leaders.	Managed by Patient Relations per hospital policy and regulatory timelines.
Examples: wait times, food preferences, room temperature, and communication delays.	Examples: alleged poor clinical care, disrespectful treatment, privacy violations, and medication errors.
Do not require formal documentation beyond normal service recovery workflows (unless escalated).	Must be logged, tracked, investigated, and followed by a written resolution letter.
Often resolved through immediate actions or explanations.	Requires interdepartmental review, evaluation of care, and corrective actions as needed.

Contact

Patient Relations staff may be reached Monday through Friday from 8 a.m. to 4 p.m. via phone at 860-679-3176 or email at patientrelations@uchc.edu. Patient Relations does not hold in-person meetings.